Unit Head, Client Excellence & Service Delivery, WBG

CBD; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A major banking entity in Dubai is seeking a Unit Head for Client Excellence and Service Delivery. This role is crucial for delivering high-quality customer service to approximately 5,000 institutional clients. The successful candidate will lead a team, spearhead the implementation of various banking products, and manage a new digital service platform. The ideal applicant will have a graduate degree and over 10 years of experience in operations or customer service, preferably with a master's degree.

Qualifications

• Graduate in a commercially oriented discipline.
• 10+ years of experience in operations, technology, product management or customer service is preferred.
• MBA / Masters (or equivalent) would be beneficial.

Responsibilities

• Lead the Client Excellence and Service Delivery Team to provide premier customer service.
• Oversee the implementation of all TBG Products across various channels.
• Manage the digital customer service platform for WBG customers.

Job description

Job Purpose

Leads the Client Excellence and Service Delivery Team to deliver a first-class customer service to our c.5,000 Institutional and Corporate clients across digital (iServe) and physical channels (WBG Branch). As well as over-seeing the end-to‑end implementation of all TBG Products across : Channels, Payables, Receivables, Trade, Supply Chain Finance and Acquiring. The successful candidate is expected to shape and deliver the overall department strategy and improvement roadmap as well as ensuring delivery in-line with industry-leading KPIs / SLAs. In addition, the department is responsible for driving digital adoption, product utilization and cross-selling of our products to our WBG customer base.

Principal Accountability

The Unit Head, Client Excellence and Service Delivery is accountable for delivery across three key sub‑teams :

Implementation

Ensure the Client Excellence & Service Delivery SOP remains up‑to‑date and all staff operate within SOP guidelines. As well as overseeing and delivering improvements to the CESD processes and procedures

Holds a strong knowledge and experience in Corporate Banking and specifically within the areas of : Trade, Supply Chain Finance, Payments & Cash Management, Acquiring, Cards, Loans and other Account Services. As well as awareness of external market developments and trends

Oversee the development and maintenance of the overall department MI & Reporting and report to management in‑line with the agreed governance structure

Oversee and deliver the full cross‑skilling of the team to ensure effective work management across all the relevant TBG / WBG products & services including : Channels, Payments, Receivables, Trade, Supply Chain Finance, Cards, Acquiring, Loans etc.

Ensure the team complies with the authentication agreement and policies and procedures of the Bank for information exchange and customer handling

Digital Customer Service

Lead the successfully delivery of a new Digital Customer Service platform to be used by our WBG customers to streamline the request, query and complaint handling process

Drive customer and staff adoption of the Digital Customer Service platform to ensure maximum benefits are realized

Oversee the adherence to Customer Services KPIs / SLAs, including but not limited to :

• Case Resolution Time (TAT)
• First Response Time (FRT)
• First Contact Resolution (FCR)

Customer Feedback / Satisfaction

Manage the development and maintenance of the TBG Knowledge Base for customers to help promote a culture of self‑service amongst our customer base and to drive efficiency

Drive successful coordination with other functions including Operations, IT etc. to ensure customer requests are responded to within SLA as well as ensuring adherence to operational SLAs from those other departments to ensure a premium customer experience is delivered

Deliver a segmented approach to our customer base, which ensures resources are prioritized on achieving high quality outcomes / delivery for our most important customers (in‑line with the customer segmentation model)

Lead the team to identify potential product / process enhancements in‑line with the requests / complaints being received from customers and effectively coordinate with other departments i.e. Products, IT, Operations etc, to implement these enhancements

WBG Branch

Effectively transform the WBG Service Desk to provide a premium service to our Wholesale Banking customers to deliver a more polished and premium customer experience

Oversee the successful end‑to‑end management of walk‑in customers at the Service Desk to ensure successful completion of transactions across both non‑Trade and Trade‑related requests

Ensure adherence to Customer Services KPIs / SLAs, including but not limited to :

• Waiting Time
• Servicing Time
• First Contact Resolution (FCR)

Service & Quality

Maintains the spirit of CODE across the team and ensure appropriate support is provided to the IBG / CBG teams and Back Office Units as and when required.

Ensure proficient dealing with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.

Ensure the team log all complaints received from customers on the CRM for routing to the Complaints Handling Unit

Ensure effective usage of other Bank systems across the team including Remedy etc.

Remain fully updated on Bank’s policy and procedure, products / services to ensure prompt quality service to clients.

People

Take interest in self‑development & competencies to hold higher responsibilities.

Ensure smooth transition of new entrants to the team by ensuring necessary training on operating procedures and practices, systems etc.

Take responsibility for full cross‑skilling of the team to close any knowledge gaps and ensure a fully cross‑skilled team model without weaknesses

Run weekly 1‑2‑1 meetings with direct reports to manage their performance and development

Run weekly team meetings with all team members to management performance and discuss areas of improvement and relevant other communications

End‑to‑end performance management of the team including promotion of high performers and exit of low performers (if required) in‑line with HR policies and procedures

Requirements

Education and Experience

Graduate, preferably in commercially oriented discipline

MBA / Masters (or equivalent) would be beneficial

10+ years of experience in operations, technology, product management or customer service would be preferred