Senior Officer- Contact Centre Technology

First Abu Dhabi Bank FAB; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic professional to assist in managing the daily operations of direct banking channels. This role involves designing new processes, drafting business requirements, and ensuring quality assurance while enhancing customer relationship management solutions. You will collaborate across departments, supervise team productivity, and prepare standard operating procedures. Join a forward-thinking organization that values innovation and teamwork, and make a significant impact in the banking sector.

Qualifications

• Bachelor's degree in Business Administration or related field required.
• Experience in banking operations and customer service is a plus.

Responsibilities

• Manage day-to-day operations of direct banking channels.
• Draft business requirements and design new processes.
• Handle technical issues and perform User Acceptance Testing.

Skills

Customer Relationship Management

Process Design

User Acceptance Testing

Business Requirements Documentation

Quality Assurance

Education

Bachelor of Business Administration (Management)

Job description

Bachelor of Business Administration (Management)

Vacancy

1 Vacancy

Job Description

Responsibilities:

• Assist in managing day-to-day operations of all direct banking channels activities.
• Assist in designing new processes and features within the channels.
• Draft business requirements and change requests.
• Design new processes and features within the channels.
• Track daily transactions over the channels and monitor fulfillment.
• Resolve customer complaints within specified TAT.
• Action non-fulfilled requirements or monitor for fulfillment as per SLA and service standards.
• Handle technical issues and bugs during UAT or post-implementation.
• Perform channel User Acceptance Testing (UAT) and prepare Business Requirement Documents (BRD).
• Review Functional Service Documents (FSD) and Technical Architecture.
• Design UAT scenarios and execution cases, plan for change requests, and coordinate with IT for resolutions.
• Enhance Customer Relationship Management (CRM) solutions for the Bank Call Centre.
• Supervise team productivity, ensure Quality Assurance, and meet Turnaround Time (TAT).
• Prepare Standard Operating Procedures (SOPs).
• Prepare MIS reports, meet performance standards, and oversee team achievements.
• Establish relationships with clients and senior management, collaborating across departments.
• Proof GL accounts and reconcile internal service provider accounts.
• Coordinate SMS and Email broadcasts with the marketing department.
• Operate within group policies and governance frameworks.
• Make decisions as per the approved authorization matrix.

Company Industry

• Banking
• Broking

Department / Functional Area

• Administration

Keywords

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