Digital Care Director UAE National Role

FMS.AE; Dubai; On-site; AED 300,000 - 460,000; Full time

Job summary

FMS.AE in the UAE seeks an experienced leader to head Digital Care, shaping short- and long-term strategies for digital service delivery and customer access channels.

You will drive cross-department collaboration, establish SLAs, implement best practices, measure NPS, and oversee budget, reporting, and staff development to ensure top-tier multi-channel care including self-service platforms.

Qualifications

• Bachelor or Master’s degree in Business Management is required.
• Minimum 10 years in management roles.
• Extensive telecoms, BPO, and omni-channel service delivery experience.
• Strong knowledge of digital care / self-care platforms and NPS programs.

Responsibilities

• Develop strategy for Digital Care short and long term.
• Create and optimize customer access channels with leading-edge digital delivery.
• Establish cross-department SLAs for efficient issue resolution.
• Lead development and adoption of best digital practices and KPIs.
• Lead reporting on customer behavior and drive improvements via mobile app and self-care platforms.
• Ensure target productivity and quality indicators are met and monitored.
• Provide regular management reports (daily/weekly/monthly).
• Define methods to measure NPS and Voice of the Customer programs.
• Oversee day-to-day digital care operations and budget control.
• Deploy new technologies and self-care channels to boost efficiency.
• Ensure training programmes keep staff updated on products and solutions.
• Lead employee engagement and staff development initiatives.
• Manage and motivate staff to maintain top performance.
• Plan and monitor department budget.

Skills

Performance orientation

Analytical thinking

Creative problem solving

Communication skills

Resilience / adaptability

English fluency

Arabic language (plus)

Education

Bachelor or Master’s degree in Business Management

Additional training in customer experience / CRM

Job description

Please apply only if you are a UAE National with Family Book. No other applications will be considered.

(Once you apply you are required to complete the application by taking the competency-based chat interview. Our AI chat Interview Partner Sapia.ai will send you the Interview invite shortly once the application is submitted through the tool.)

Key Accountabilities

• Develop the strategy for the Digital Care both short and long term, aligned to the overall organization strategy.
• Develop and create customer access channels ensuring that new project is at the leading edge of digital service delivery by utilizing effective technology-based infrastructure.
• Establishes sound and effective relationships with other departments and develop with that department SLA’s to ensure efficient resolution of all customer requests or complaints.
• Drive the development and implementation of best digital practices and ensures KPI’s are set and achieved.
• Reviews reports on customer behavior as provided by and in conjunction with marketing analyses to identify improvements to service quality via the mobile app and self-care platforms, and input into the development and implementation of an improvement roadmap.
• Implement and take action to achieve target productivity, quality indicators, and measure overall performance against set objectives.
• Provide daily, weekly, and monthly reports/feedback to management as related to digital care operations and self-care performance.
• Define and implement methodologies to measure NPS, customer satisfaction, and Voice of the Customer programs and provide an on-going methodology for measuring customer experience.
• Overall management of the day-to-day operations of digital care function ensuring that the department meets both company and customer expectations.
• Implement and deploy new technologies, service delivery channels and self-care channels to maximize operational efficiencies.
• Ensure availability of effective training methodology for all digital care staff in order to keep them updated in relation to all products and services and problem resolution.
• Lead employee engagement and recognition initiatives to drive performance and productivity.
• Manage, motivate, develop, and appraise staff to ensure the highest level of operation at all times.
• Ensure the department budget is planned, monitored, and controlled effectively.

Qualifications, experience, skills and competencies

Qualifications:

• Bachelor or Master’s degree in Business Management or distinguished experience with additional further training courses in customer experience/ customer relationship management.

Experience:

• A minimum of 10 years management responsibility
• Extensive experience in Telecommunications, BPO’s/ contact centres, customer experience management & Omni-channel service delivery
• Sound knowledge in digital care/ self-care platforms management
• Sound knowledge of customer satisfaction management and NPS programs
• Experience in managing BPO’s

Skills

• Possess a strong performance- and results orientation.
• Able to apply high level analytical and creative problem-solving skills.
• Excellent communication and analysis skills.
• Creative, flexible, and resilient.
• Fluent in English. Arabic language fluency is a plus.