Job Description
We are seeking an experienced professional to join the National Bank of Ras Al Khaimah PSC as an Assistant Manager in the Corporate Service Unit - Wholesale Banking Group. In this role, you will oversee and manage the Trade Finance Help Desk and all Trade Service Centers within the UAE, focusing on delivering exceptional customer service and support. Your expertise in Trade Finance products and customer-centric approach will be crucial in resolving customer queries and complaints, ensuring a seamless experience.
Responsibilities
- Manage and oversee the Trade Finance Help Desk and Trade Service Centers, ensuring efficient operations and customer satisfaction.
- Handle and resolve customer queries and complaints received via calls or emails, providing timely and accurate solutions.
- Analyze customer feedback and identify areas for improvement, working closely with the processing team to implement corrective measures.
- Coach and mentor a team of 10 service officers, providing guidance and support to enhance their skills and performance.
- Ensure compliance with bank policies and procedures, maintaining high standards of customer service and data security.
- Collaborate with cross-functional teams to streamline processes and enhance the overall customer experience.
- Stay updated with industry trends and best practices in Trade Finance, suggesting improvements to stay competitive.
- Conduct regular performance evaluations and provide feedback to team members, fostering a culture of continuous improvement.
- Maintain accurate records and documentation, ensuring data integrity and confidentiality.
- Represent the bank at external events and meetings, building strong relationships with clients and partners.
Qualifications
- Bachelor's degree in Business Administration, Finance, or a related field is preferred.
- Minimum 5 years of experience in a similar role, with a strong background in Trade Finance.
- Thorough knowledge of Trade Finance products and services, including letters of credit, guarantees, and collections.
- Excellent customer service skills with a proven track record of resolving customer queries and complaints.
- Strong analytical abilities to identify trends and patterns in customer feedback, and implement effective solutions.
- Proficiency in MS Office suite, particularly Excel, PowerPoint, and Word, for data analysis and presentation.
- Effective team management skills, with the ability to lead, motivate, and develop a team of service officers.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
- Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced environment.
- Flexibility to adapt to changing business needs and a willingness to learn and grow within the role.
