Customer Service Manager

Customer Service & Control Manager – UAE Nationals

Job Purpose 

The Incumbent is responsible for providing specialist services relating to business support activities. Typically, they include services oriented to product, process, and Customer service. The person would be responsible for ensuring completion of tasks bearing in mind the service standards associated with Emirates NBD. The role would require technical expertise, compliance, and control orientation as well as team management and motivational skills

Main Tasks

• Ensure following processing of transactions and customer requests is within TAT
  • BPM related requests
  • Siebel CRM related requests
• Monitoring monthly Department level SR escalation
• Monitoring of walk in Customers at center & handling any customer escalations
• Ensure the average Customer Complaint Resolution Time is within set TAT limits
• Ensure customers have a positive and satisfactory experience based on the average monthly CSAT & NPS scores
• Customer complaints and escalations are resolved within timelines
• Monitoring compliance alerts managed by CSRs for RM & No RM base customers
• Monitoring all compliance alerts to be assigned to respective staff for further action
• Exit letter issuance, CH signature to be obtained
• Monitor closure of accounts within stipulated timelines for exit cases
• Daily monitoring of SRs for TAT breached and about to TAT breached alerts & notifying the same to  CSR, RMs & CH
• Handling below alerts for RM & No RM base customers in co-ordination with RMs:
  • EDD alerts
  • Correspondent Bank queries (Post & Live)
  • Handling below activities
  • Retention of exit cases
  • Listing & Delisting of OWC cases
  • PEP Approvals
• Supporting RMs for Account onboarding related queries
• Assisting RMs for taking any extensions for resolution of alert from compliance team
• Liaising with compliance for resolution of compliance alert, account onboarding & extensions requests.
• Liaise with RM to decide further action on exit cases i.e. exit or retention
• Share details to BSU for exit cases like exit letter copy and PID no
• End to end remediation actions to be completed for RM & No RM managed cases including contacting the customer, obtaining required document and information from customer, submission to review team through CRM, handling discrepancies etc.
• Handling FP&I cases for the center
• Handling Legal cases for review and arranging cost approval
• Implementation of process improvement at the center level and monitor the performance on regular basis
• Maintenance of Waiver deferral MIS for center and weekly updation of the same with central BSU-BAU team
• Supporting RMs on Central Bank queries to confirm on the Safe deposit lockers/ details of the Credit card / loans or any other facilities held by the customer
• Assist center head in day-to-day operations
• Supporting RMs for operation issues like clearing and expediting the payments for sensitive customers, etc.
• Ensure CSRs are performing following activities as per standard process and within SLAs along with Sales referral
• TL Remediation:
  • Ensuring remediation of pending TL remediation cases for center through coordinating with CSRs
• Undelivered E-statement:
  • Circulate cases with respective RM’s and CSR’s & monitor the progress and update the status to BSU within timelines