Assistant Manager Contact Centre Process Re-engineering

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

Job Purpose:

The Assistant Manager of Contact Centre Process Re-engineering will play a pivotal role in leading the implementation of the contact centre processes. This position is primarily focused on driving the automation strategy and execution, with the goal of designing and deploying innovative automation solutions, including chatbots, robotic process automation (RPA), and AI-driven tools, to optimize contact centre operations and elevate the customer experience. The individual will work closely with technology and digital teams to seamlessly integrate these automation technologies into current systems and workflows, while also monitoring and assessing their effectiveness against established KPIs and business objectives.

The Assistant Manager will oversee the management of the Contact Centre Application Management Services (AMS), focusing on the timely resolution of production issues. This role also involves delivering consistent status updates to the contact centre leadership on AMS developments and implementing effective risk mitigation strategies.

The Assistant Manager will also analyze contact Centre data to derive actionable insights, create dashboards and visualizations, and collaborate with cross-functional teams to ensure alignment with overarching business goals. Furthermore, maintaining the contact Centre's data dictionary, providing timely updates on application management system issues, and supporting data-driven decision-making through comprehensive analysis and reporting will be essential responsibilities of this role.

Principal Accountabilities:

Automation Strategy & Implementation:

• Assist in designing and implementing automation solutions (e.g., chatbots, RPA, AI-driven tools) to streamline Contact Centre operations and enhance CX.
• Work closely with Assistant Manager, Omnichannel and Contact Centre Automation to develop business solutions by leveraging technology.
• Collaborate with technology and digital teams to integrate automation technologies into existing systems and workflows.
• Diligently track and evaluate the effectiveness of automation tools, analytics initiatives, and applications, ensuring they meet predefined KPIs and business objectives.

• Manage a comprehensive inventory of processes for the contact centre and implement an effective process change management system to monitor and document any modifications made to these processes.
• Conduct processes benchmarking exercises to identify inefficiency within the Contact Centre and propose automation and application enhancements to improve productivity, agent experience and customer experience.
• Continuously assess and optimize automated workflows and platform utilization to ensure they are effective, relevant, and aligned with the changing needs of the contact centre.

• The designated contact for overseeing all maintenance and production-related issues of the Contact Centre platforms is essential for ensuring smooth operations.
• Facilitate the resolution of contact Centre platform-related issues by effectively coordinating with vendors and internal IT teams to ensure timely solutions.
• Provide regular and proactive updates to the contact centre leadership team regarding the status of AMS issues, ensuring timely communication of progress and promptly requesting support as needed.
• Develop and implement effective workaround solutions and strategies to address any platform-related issues identified by the contact Centre operations team, ensuring minimal disruption to customer service delivery.

• Analyze Contact Centre data to identify trends, patterns, and opportunities for improving customer experience (CX) and operational efficiency.
• Generate actionable insights and reports to support decision-making for both the Contact Centre operations and digital enhancements.

• Key Data Steward for the Contact Centre.
• Oversee the maintenance and continuous improvement of the contact centre data dictionary, collaborating with the bank's data management office to establish and refine the Critical Data Elements (CDE) dataset.
• Reporting, Dashboard Visualization, and Insights: Create and enhance dashboards and visualizations that effectively communicate data-driven insights to stakeholders and leadership, ensuring clarity and actionable recommendations.
• Generate comprehensive metrics for the Contact Centre leadership, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR), to support Contact Centre leaders in decision-making.
• Collaborate closely with the Business Intelligence and Analytics (BICC) team to develop complex reports and dashboards that extend beyond the capabilities of existing contact centre platforms (Omni-channel or CRM).
• Engage with cross-functional teams, including operations, technology, and digital, to ensure alignment of analytics, automation, and application management initiatives with overarching business objectives.

• Work closely with cross-functional teams, including operations, technology, and digital, to ensure that all initiatives are strategically aligned with the bank's overarching business objectives and drive measurable outcomes.

• Degree in Information Technology.
• Over 8 years of experience in digital transformation, business analysis, or product management.
• Strong domain knowledge of the financial industry.
• Strong proficiency in optimizing contact Centre processes and implementing automation solutions.
• Strong expertise in overseeing Application Management Services for contact Centre platforms.
• Proficient in configuring platforms for Customer Relationship Management (CRM) and Omni-Channel solutions, including Salesforce, Microsoft Dynamics, Freshworks, Genesys, NICE CXone, Avaya, and CISCO.
• In-depth knowledge of technical terminology with hands-on experience collaborating with development teams (e.g., APIs, Microservices, Payloads, etc.).
• Strong expertise in database queries and data analytics. Skilled in using analytics tools such as Tableau, Power BI, and Looker.
• Experience in technology consulting is an added advantage.