Airport Customer Service Agent jobs in United Arab Emirates

• Full-time
• Sub Division: Personal Banking - Digital
• Division: Personal, Wealth & Business Banking

JOB PURPOSE:

• Achieve growth and sales targets by managing Relationship Managers & third-party sales teams (Dubai).
• Oversee and guide third-party sales teams to meet personal loan & credit card targets, maintaining a customer-centric approach.
• Monitor performance, ensuring all sales efforts align with FAB standards and regulations.

ACCOUNTABILITIES:

Core Responsibilities

• Conduct regular team meetings to discuss sales progress and share best practices, including one-on-one meetings with Relationship Managers for performance and development.
• Oversee and guide the performance of channel partners selling loans and cards, set sales targets, and monitor progress. Regularly review sales reports to identify trends and areas for improvement.
• Lead and manage Relationship Managers to achieve sales targets for loans, cards, and other financial products. Develop, coach, and mentor team members to enhance skills and performance, fostering a high-performing team culture.
• Ensure team compliance with FAB policies, standards, and regulatory requirements, and that they are well-trained on products, policies, and selling techniques.
• Collaborate with Credit, Product, Policy, and Contact Centre teams to align sales strategies and gather feedback for product development.
• Support the team by resolving disputes, technical issues, and service-related matters to maximize performance.
• Provide management with regular reports on channel performance, risks, and opportunities for improvement.
• Inspire and motivate team members by setting clear goals, providing feedback, and fostering a results-driven culture.
• Manage conflicts and challenges effectively, organize and supervise team activities, and ensure work aligns with SOP guidelines.
• Develop operational guidelines, provide feedback and coaching, and identify opportunities for process improvements.
• Ensure adherence to SOPs, policies, codes of conduct, and service standards, taking disciplinary actions when necessary.
• Deliver high-quality customer service through channel partners, resolve complaints promptly, and work to improve customer satisfaction.

Minimum Qualifications:

• Bachelor’s Degree in Business Administration, Finance, Banking, or related field.
• At least 5 years of experience in consumer banking and managerial roles.
• Good product knowledge and understanding of banking industry trends and market pricing.