Retail Service Lead - Customer Experience & Frontline Ops

HSBC Global Services Limited; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading international bank in Dubai is seeking a Retail Service Manager who will play a key role in ensuring exceptional customer service and operational efficiency. The ideal candidate will support frontline teams managing customer queries and complaints while implementing process improvements to enhance the customer experience. Strong leadership, problem-solving skills, and stakeholder collaboration are essential. A graduation degree is required for visa purposes, alongside proven customer service experience and excellent communication skills.

Benefits

Flexible working hours

Opportunities for professional development

Inclusive working environment

Qualifications

• Mandatory graduation degree to secure a UAE Visa and Work Permit.
• Proven experience in handling customer service in various formats.
• Excellent command of spoken and written English.

Responsibilities

• Support the frontline team in handling customer queries and complaints.
• Conduct quality checks for compliance with complaints-handling policies.
• Implement strategies to enhance customer experience.

Skills

Customer service management

Leadership

Problem-solving

Stakeholder management

Communication

Education

Graduation degree

Tools

HUB

SFE

GWIS

MMX

AAPs

iQueue

Live Sign

Job description

A leading international bank in Dubai is seeking a Retail Service Manager who will play a key role in ensuring exceptional customer service and operational efficiency. The ideal candidate will support frontline teams managing customer queries and complaints while implementing process improvements to enhance the customer experience. Strong leadership, problem-solving skills, and stakeholder collaboration are essential. A graduation degree is required for visa purposes, alongside proven customer service experience and excellent communication skills.