Team Leader, Client Excellence (UAE National)

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

Lead the Client Excellence and Service Delivery team to provide a high-quality and consistent service experience to Corporate and Institutional clients across Trade, Supply Chain Finance, Payments, Cash Management, Acquiring, Cards and other account services. The role is responsible for team performance, service quality, timely resolution of client enquiries and escalations, achievement of agreed services metrics, and driving digital adoption and self-service. The Team Leader will coach and develop the team, coordinate closely with internal stakeholders, identify opportunities for process improvement, and ensure delivery is aligned with CESD procedures, governance standards and the bank’s customer experience objectives.

Lead and manage team performance against agreed service measures including SLA, first-contact resolution, response times, quality and customer satisfaction

Provide oversight and direction on complex or high-priority client issues and ensure effective escalation and coordination with product, operations, IT, Risk, Digital and other relevant stakeholders

Coach and develop team members through regular feedback, cross training, knowledge sharing and performance management

Identify recurring service issues, customer friction and process gaps, and work with relevant stakeholders to implement sustainable improvements and increase digital/self-service adoption

Provide regular management reporting and insights on volumes, service performance, key client issues, risks and improvement initiatives

Ensure the team help to guide customers on digital completion of transactions on iBusiness, FCC, iServe and other TBG digital platforms

Ensure the team effectively identify between the different CBD segments and appropriately guide customers on how to be served based on their segments

Ensure the team help customers to update their registered contact details as required to ensure they can use the iServe platform

Comply with the Authentication agreement and policies and procedures of the Bank for information exchange and customer handling

Service & Quality

Maintain the spirit of CODE by supporting the IBG/CBG teams and Back Office Units as and when required.

Ensure proficient dealing with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.

Ensure the team log all complaints received from customers on the CRM for routing to the Complaints Handling Unit

Remain fully updated on Bank’s policy and procedure, products / services to ensure prompt quality service to clients.

Record all ideas and suggestion provided by customers on CRM for further analysis and action