Call Center Supervisor jobs in United Arab Emirates

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

1. Transform business requirements coming from credit, risk and legal teams into technical specifications, design software solutions reaching business objectives and technology excellence.
2. Design and enhance the data driven software solutions focused on BPM workflows, real-time data flows and data marts with high-level quality and data accessibility for modeling and BI purposes.
3. Design and implement reliable high tier services and APIs.
4. Design data transformations for different types of consumption end points.
5. Perform data engineering tasks to assure high level of data accessibility and quality.
6. Analyse business requirements, liaise with project team and produce functional specification document for addressing the requirements.
7. Integrate and deploy new systems and products to ensure business sustainability and profitability.
8. Responsible for delivery and implementation of new initiatives / changes in the domain.
9. Evaluate the business requirements and identify any gaps together with high-level proposals for their resolution, workarounds, or changes in processes.
10. Ensure any solutions proposed are realistic and within the agreed scope of the project.
11. Participate in solution design with development to ensure the requirements are addressed. Ensure requirement traceability to facilitate tracking of requirements coverage.
12. Strong operations/branch business orientation and domain expertise to comprehend user requirements.
13. Improve and simplify the business process and flows using existing capabilities.
14. Ability to prepare accurate and detailed requirement specifications documents, user interface guides, and functional specification documents as well as getting the sign-off from the appropriate client.
15. Analyze the business requirements and translate it to technical and functional specification.
16. Lead on requirement gathering workshops with different stakeholders.
17. Ensure the business/operational objectives of the new business requirements are well defined via perform methodical business analysis.
18. Follow the software development lifecycle from inception throughout design, engineering, testing and deployment. Serving as a liaison between various cross-functional teams that influence enterprise applications projects.
19. Work with internal and vendor team to define accurate requirement and solutions.
20. Review business requirement document, workflows and functional specifications.
21. Validate business requirements to align with business/operations needs as well as IT architecture and security standards.
22. Facilitate non-functional and Integration requirements discussions and requirement definitions.
23. Perform data migration / data setup requirement gathering and validations.
24. Manage requirement traceability matrix to ensure the delivery coverage and quality.
25. Align with testing squad for testing activities, test plan, scope and approach and review of test scenarios, test cases, test data, triage and manage defect, validate test result.
26. Assist users in planning/executing UAT, analysing defects, and defining defects priority for fix delivery by development team.
27. Prepare and review application training materials, conduct training sessions to bank users.
28. Support production cutover and post-live support activities.
29. Track and report progress and issues to project manager, identify potential risks.
30. Proactively communicate and collaborate between entities (i.e. internal users, technology team and application vendors) to analyse information needs and functional requirements and deliver the following as needed: Functional requirements, Business Requirements Document, Use Cases, GUI, Screen and Interface designs.
31. Ensure vendor clarity on the points raised during the design, implementation and UAT.
32. Perform as the liaison between the technology units, technology teams, support teams and/or application vendors.
33. Maintain an overview of the infrastructure and users to constantly reassess the environment and rationalize them.
34. Maintain relationships with application vendors for Enterprise Applications related delivery.
35. Ensure uniform and cohesive monitoring applied across the relevant infrastructures.
36. Assist the Group Lead, project manager and PMO in implementation, progress updates, plan reviews, scoping, and vendor discussions.
37. Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
38. Detail oriented and ability to multi-task under tight timelines.
39. Sound knowledge of UX and data/business process flows visualization frameworks and tools (UML, BPMN / BPEL).

1. Graduate in Computer Science or Similar Discipline.
2. 7+ years in experience in similar job.
3. Business oriented person with a deep technical background and strong understanding of the Control Sys functions in the Bank.
4. Good experience in hosting application and services as Hybrid solutions on premise/cloud.