Priority Capability & Development Manager

Role : Priority Capability & Development Manager

Location : Dubai

Role Purpose:

• Enhancing the Priority Banking capabilities per role.
• Handling the customer service function to ensure the delivery of quality service to customers, and maintenance of operational controls and continuous improvement for customer service efficiency for the Gold Centers.
• Ensure Priority Gold Centers are meeting our high standards and customer expectations.

Key Accountabilities of the role

To control and manage all priority customer complaints received from Call Center, Gold Centres, and all other channels.

• Monitor RMs achievements VS target and provide required run rate with solutions on the capabilities of achievements.
• Provide suggestions on portfolio retagging and movements to enhance the RM capabilities.
• Ensure the achievement of the assigned monthly target with maximum productivity per RM within the assigned area.
• Ensure all Gold centers are meeting standards and equipped with functional technology (ATM, tv screens, IT equipment)
• Follow up with other departments for customer requests and complains.
• Monitor Mystery Shopper scoring and identify areas of improvement
• Work with priority staff to suggest ideas to help improve customer experience and facilitate their dealing with the bank
• Prospect new business opportunities within the main role of servicing customers.
• Monitors the teams’ overall performance then suggests possible steps to maximize their productivity.
• Helps in the assessment of the RMs skills and development needs & highlights areas that need improvement.

KEY PERFORMANCE INDICATORS:

• Delta change of Priority Banking per role Productivity
• Complaints are closed within the agreed TAT
• Gold Centers are meeting standards.
• Overall Profitability
• Customer satisfaction

Specialist Skills / Technical Knowledge Required for this role:

• Bilingual (Arabic & English)
• Working knowledge in customer service and frontline management.
• Strong communication skills.
• Good working knowledge of Microsoft Words & Excel.

Previous experience:

Six (6) years Banking Experience, Customer Facing (e.g. Front Office).