Service Support Manager - 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.

In line with the UAE Governments strategy in empowering and developing nationals
Emirates NBD is committed to welcoming the young generation into an innovative
modern and supportive work environment to contribute to the nations success. We are
looking to find the best UAEN talent to join our ENBD family.

The Manager Service support manages the Service Excellence team consisting of 6 regions with nearly
95 branches. The role holder would take steps to enhance customer experience in branches by
managing customer Queue times served within TAT CRM escalations CSAT surveys and OPC rejections
to ensure quality of sourcing documents. Key stake holder in projects with other main departments to
ensure the successful roll out and launch of the projects. Responsible for the team developments and
various related activities and completion of tasks. Data representation and analysis for different
management requirements. Focusing on nationalization by interviewing and hiring to meet HR and the
organizational goals. Dealing with several service providers to implement projects ensuring customer
satisfaction Technical items outsource staff and IT. Yearly KPIs review and update for all the branch
rating for update in PMS. Liaising with the regional managers as well as key department heads. Yearly
update of the organizational chart for all the regions.

• Daily weekly and monthly branch monitoring of these various rating and achieve superior
  customer experience in the branches.
• Monthly Capacity planning of Teller and CSE transactions and highlighting the required staff
  numbers.
• Controlling quality of documentation tracked by the branches to ensure customer TAT.
• Ensure customer requests and complaints are resolved within stipulated turnaround times
  (TAT); manage and resolve customer escalations and providing necessary support.
• Foster and contribute personally to the achievement of a flow of improvements to processes
  and procedures in order to enhance productivity operating efficiencies and customer
  experience
• Propose plan manage/ support and implement projects aimed at improving service quality in
  order to deliver results as per the business case