Senior Officer- Contact Centre Technology

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance the operations of direct banking channels. This role involves managing daily activities, designing innovative processes, and ensuring customer satisfaction through effective complaint resolution. The ideal candidate will have a Bachelor's degree and a solid background in general banking operations, with a strong focus on customer service and analytical skills. Join a dynamic team where your contributions will directly impact customer experience and operational efficiency.

Qualifications

• Bachelor's degree with relevant commercial and technical qualifications.
• 2 years experience in the customer service industry.

Responsibilities

• Assist in managing day-to-day operations of direct banking channels.
• Design new processes and features within the channels.

Skills

Customer Service

General Banking Operations

Analytical Skills

CRM Solutions

UAT Testing

Process Design

Education

Bachelor's Degree

Tools

MS Office

IVR Technology

Workflow Management Software

Job description

To assist in managing day-to-day operations of all direct banking channels activities and assist in the design of new processes and features within the channels.

Qualifications :

1. Specific Job Accountability
2. Draft business requirements and change requests
3. Design new processes and features within the channels
4. Track daily transactions performed over the channels and monitor fulfillment
5. Resolve customer complaints within the specified TAT
6. Action non-fulfilled requirements or monitor for fulfillment as per SLA and service standards
7. Address technical or business teething problems/bugs during UAT or post-implementation
8. Perform channel User Acceptance Testing (UAT) and prepare Business Requirement Document (BRD)
9. Review Functional Service Document (FSD) and Technical Architecture
10. Design UAT scenarios and test cases, plan for change requests and resolutions with IT
11. Enhance Customer Relationship Management (CRM) solutions for the Bank Call Centre
12. Supervise team productivity, quality assurance, and meet turnaround times
13. Prepare Standard Operating Procedures (SOPs)
14. Prepare MIS reports to meet performance standards and team achievements
15. Establish relationships with clients' senior management and collaborate across departments
16. Proof GL accounts and reconcile internal service provider accounts
17. Coordinate SMS and email broadcasts with the marketing department
18. Operate within group policies and governance frameworks
19. Make decisions as authorized by the approval matrix

Additional Information :

1. Minimum Qualification
2. Bachelor's degree with relevant commercial and technical qualifications and experience
3. Minimum Experience
4. Graduate with 2 years experience in customer service industry
5. Mandatory experience in general banking operations
6. Knowledge of Contact Centre technology such as IVR, web, and workflow management software
7. Experience with Call Centre IVR, CRM, internet, and mobile banking
8. Proficiency in MS Office, especially advanced Excel, and strong analytical skills

Other Details :

• Remote Work : No
• Employment Type : Full-time