Senior Manager - Customer Service Center

The Expo City Dubai (ECD) Authority is a centralised customer-centric service hub integrating all authority and freezone services for ECD residents and tenants. A seamless and fully integrated single solution addressing ECD residents’ and tenants’ requirements and needs.

Opportunity Responsibilities

The One-Stop Shop- Customer Service Centre Senior Manager is responsible for the seamless daily operations of the Authority Service Centre and Customer Service team. Monitoring and reporting against set Key Performance Indicators and Service level Agreements.

The main responsibilities for this role include:

Strategic Responsibilities 

• Lead with ECD Authority Senior Management to define and establish the Authority’s Customer Service (CS) Centre Function and team
• Lead the fit-out and setup of the physical ECD Authority CS center in line with agreed design
• Responsible for managing and reporting against the allocated function budget to ECD Authority Senior Management
• Manage the design and implementation of efficient customer service workflows with the aim of maximizing productivity levels and customer satisfaction in collaboration with the Business Development function
• Responsible for the definition and implementation of service level agreements (SLAs) and key performance indications (KPIs) for the Customer Service Centre scope of services:
  Customer Requests and Queries
  Complaints & Suggestions
  Contact Center
  Payments
  Technical Support
  Employment Disputes
• Lead all ECD Authority Customer Service project deliverables in accordance to agreed timeframes, specifications, and budgets from all concerned departments, consultants and government bodies.
• Responsible in close coordination with remaining ECD Authority functions for the stakeholder management of all relevant parties facilitating activities and services for the ECD Authority:
  Internal Expo City departments
  Expo City Tenants and Customer
  Government Entities
  Contribute and drive strategy CS proposals with ECD Authority Senior Management

Operational Responsibilities.

• Drive diligent monitoring and measuring by the ECD Authority CS team of service metrics and volumes to identify areas for improvement and ensure targets are met
• Responsible for ensuring efficient daily operations of the physical ECD Authority CS center
• Responsible for the delivery of regular reporting to ECD Authority Senior Management and ECD Leadership
• Drive on-going compliance with all relevant government regulations and requirements
• Manage the execution and reporting of quarterly customer service surveys in collaboration with the Business Development function
• Lead management of all activities related to ECD community relations and services, in conjunction to all internal stakeholders such as Finance, Sales, Registration & License, Freezone services and Legal

People Responsibilities 

• Lead the team responsibly and proficiently, providing effective line management to direct reports
• Responsible for delegation of roles and responsibilities, objectives setting and performance evaluations for individual direct reports
• Responsible for the onboarding, training and development of team members and ensure sufficient knowledge and skills of the Custom Service Centre’s policies, procedures and expected service metrics
• Drive cultivation of the culture and vision of ECD by role-modelling organisational behaviors through performance management, feedback and coaching

Skills

6-10 years’ experience in operations and/or customer service as well as:

• Bachelor's Degree in Business Management or related field
• Demonstrate strong project planning and organisation skills
• Knowledge of customer service
• Experience with managing a team and project delivery
• Flexible attitude and being able to adapt to rapid change