Customer Service Manager

  • Full Time
  • UAE
  • Posted 1 month ago


About the job
Job Description

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

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