Team Leader, Client Excellence (UAE National)
Role Overview
Lead Client Excellence and Service Delivery for corporate and institutional clients across trade, supply chain finance, payments, cash management, acquiring, cards, and account services.
Own team performance, service quality, timely enquiry and escalation resolution, service metrics, and digital adoption.
Key Skills for This Role
Full Job Posting
About CBD
CBD is a UAE banking institution serving corporate and business customers and offering digital banking services.
Job purpose
Lead Client Excellence and Service Delivery for corporate and institutional clients across trade, supply chain finance, payments, cash management, acquiring, cards, and account services.
Own team performance, service quality, timely enquiry and escalation resolution, service metrics, and digital adoption.
Responsibilities
- Manage performance against SLAs, first-contact resolution, response times, quality, and customer satisfaction.
- Oversee complex client issues and coordinate with product, operations, IT, risk, digital, and other stakeholders.
- Coach and develop team members through feedback, cross-training, knowledge sharing, and performance management.
- Identify recurring service problems and process gaps; implement improvements and increase digital and self-service adoption.
- Report on service volumes, performance, client issues, risks, and improvement initiatives.
- Guide customers through digital transactions on iBusiness, FCC, iServe, and other TBG platforms; direct them to service channels appropriate to their CBD segment.
- Help customers update registered contact details for iServe and comply with bank authentication and customer-handling procedures.
- Support IBG/CBG teams and back-office units, resolve queries, and ensure complaints and customer suggestions are logged in CRM.
Experience and qualifications
- Experience managing teams.
- Graduate degree, preferably in a commercially oriented discipline.
- MBA or equivalent is beneficial.
- 8–10 years of experience in operations, technology, product management, or customer service is preferred.
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