Manager Digital Operations - Emirates NBD

Emirates NBD is a market leader across the MENAT (Middle East North Africa and Trkiye) region with a presence in 13 countries serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion. At the bank we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking corporate & institutional banking Islamic banking investment banking private banking asset management global markets and treasury and brokerage operations. We are a key participant in the global digital banking industry with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv the lifestyle digital bank by Emirates NBD. With close to half a million users it continues to be the fastestgrowing digital bank in the region.

Job Overview

The role involves overseeing the digital complaints management process. To ensure efficiency optimization and alignment with business goals. This includes analyzing data implementing strategies for improvement ensuring timely closure of production issues.

Key Responsibilities

• Ensure smooth and continuous operations of all channels 24/7. It is thus responsible for day to day management of all channel platforms including ENBD X Mobile app Online Banking IVR Digital Account Opening WhatsApp Banking
• Identify and analyze top customer complaints and pain points in digital banking journeys and develop strategies to improve these experiences through proactive measures and innovative solutions
• Continuously monitor and analyze customer feedback complaints and performance metrics to identify areas for improvement and drive ongoing enhancements to digital banking experiences
• Lead the implementation of new proactive customer service ideas to anticipate and address customer needs before they arise enhancing overall satisfaction and loyalty
• Oversee content management for all outgoing customer communications across digital channels ensuring consistency accuracy and alignment with brand guidelines
• Investigate potential service issues through available transaction logs and digital tools mapping the service usage to identify the potential failure or journey break points (customer abandonment)
• Manage all the SRs (CRM Service Requests) assigned to Multichannel Banking by different frontend staff within the defined processes and agreed timelines. This role must ensure oversight of response times and escalation levels
• Investigate potential service issues through available transaction logs and digital tools mapping the service usage to identify the potential failure or journey break points (customer abandonment)
• Ensure the integration of strong control and compliance mechanisms within digital banking processes and systems working closely with internal stakeholders such as development teams and channel product owners to maintain adherence to industry standards and regulations

Skills and Experience

• Capability of problem solving designing customized solutions; strong customer centric approach and motivated to deliver quality results
• Collaborate with product and channel product owner teams to align digital banking initiatives with key performance indicators (KPIs) focusing on metrics such as customer complaint turnaround time (TAT) reduction total number of complaints
• Conflict Management skills ensuring a winwin situation for impacted parties
• Managerial skills to manage a team of 45 resources
• Analytical skills to prepare understand and interpret reports and come up with recommendations
• 89 years of Digital channel processes experience
• Knowledge of regulatory requirements and compliance standards related to digital banking

What we offer you

• Competitive salary package
• Strong emphasis on work/life balance
• Generous annual leave entitlement and Private Healthcare
• Worldclass Learning & Development platform and career development
• Preferential banking facilities for employees

Why Join Us

We aspire to be an employees employer of choice. We believe we can help you realize your true potential by providing the right opportunities. At ENBD we are reimagining the future of work so that you can unlock your potential every day we want to ensure every employee can exceed in the future of work by upskilling building new digital skills and knowledge. Our goal is to empower our employees to build a career experiences and skills they need in the future and that will produce a great outcome for our bank as well we want our employees no matter their background location preferences to feel engaged to one ENBD team.

At ENBD we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. ENBD is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment however due to high volume of applicants only SHORTLISTED candidates will be contacted.