Job Description
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.
Job Purpose:
Leads the Service Delivery Team to provide effective customer service to Institutional and Corporate clients by acting as the main point of contact for enquiries and requests received by walk-in customers which may relate to Trade, Payments or other Account Services. In addition to attending walk-in customers, the Team Leader will lead staff to complete daily operational duties such as letter preparation, document management, and asset reconciliation/balancing. The candidate is expected to be able to foster close relationships with important corporate clients and adopt a friendly and open approach and ensure the team follows the same. In addition, the Team Leader should lead by example and demonstrate a keen eye for making department improvements with a particular consideration for digital. The Team Leader, Service Delivery leads the team who operate the front-line for customer communication and cross-selling hence the candidates must be able to lead a team to sell / cross-sell confidently
Principal Accountability:
Hold a full grasp and understanding of the Client Excellence & Service Delivery SOP and always operate in-line with the SOP guidelines.
Lead the maintenance and improvement of the Client Excellence & Service Delivery SOP under the guidance of the Unit Head, Client Excellence & Service Delivery
Hold a very strong knowledge and experience in Corporate Banking and specifically within the areas of: Trade, Supply Chain Finance, Payments & Cash Management, Acquiring, Cards and other Account Services
Hold a very strong knowledge of CBD's Products & Services across Loans, Trade, Supply Chain Finance, Payments & Cash Management, Acquiring, Cards and other Account Services.
Demonstrated awareness of other banks Product & Service offerings in the market is also beneficial
Lead the team to handle walk-in customers in a quick and efficient manner and ensure customers are satisfied with the response and service provided
Lead the team to receive original applications / documents for processing transactions from clients (All types of Trade and non-Trade requests) and ensure they are scanned into EDMS/Open Text for further processing by respective departments as per Standard Operating Procedures, with necessary follow-up until end to end completion of transactions
Lead the team to maintain full custody of all original documents, with proper record for easy tracking, full reconciliation and delivery of same to clients with proper acknowledgement and file as per the SOP
Lead the team to provide outstanding statements and reports for Trade and Non-Trade requests as per the SOP and based on customer request and authentication.
Lead the team to prepare different types of letters requested by customers in-line with the SOP and Legal guidelines
Lead the team to manage the inventory of Chequebooks, Cheque Returns, Statements and other relevant account service items
Lead the team to prepare daily, weekly & monthly reports relating to the work and documents in custody of the WBG Service Desk
Lead and guide the team on issuance of guarantees against 100% cash margin over the counter
Lead the team to, as required liaise with other departments across the bank including Institutional and Corporate Banking and Operations to ensure customers are provided the necessary support to conclude their request/query and ensure the maximum volume of queries are resolved first time, at the Service Desk.
Lead the team ensuring they act as an effective first point of contact in understanding customer's requirements/inquiries; provide proper and full information that includes account statements, transaction advices, transaction status, and any transaction related reports etc.
Ensure the team hold effective management of the QMatic system and ensuring customers always take a ticket when visiting the branch
Lead the team to respond to all emails received relating to work at the Service Desk within timelines and relevant responses and with the knowledge of the respective RM/RO (as required)
Lead the team to handout relevant leaflets and flyers to customers to promote CBD Products and Services which are relevant for them
Lead the team to advise customers on digital solutions provided by CBD and how these could help the customer's organisation
Lead the team to help guide customers on digital completion of transactions on iBusiness, FCC, iServe and other TBG digital platforms
Lead the team to promote proper use of the IServe Digital Customer Service Platform with our Corporate and Institutional customers
Lead the team to effectively identify between the different CBD segments and appropriately guide customers on how to be served based on their segments
Ensure the team use inter branch mail is used effectively to receive documents and forward documents to relevant personnel as per procedure.
Ensure the team liaise with other branches, to obtain necessary information and pass the same to customers / internal stakeholders
Provide SME and Management expertise to ensure effective and efficient management of customer requests and complaints received on iServe
Provide SME and Management expertise to ensure effective and efficient implementation, training and delivery of pricing requests/changes
Lead the team to drive a self-service approach with customers through use of our CESD Knowledge Base. Through guiding customers to use self-service options, we can drive greater efficiency and capacity
Support the maintenance of the CESD Knowledge Base, by listening to customer/employee feedback and requests and preparing appropriate guidance to support the customer
Ensure the team use other bank systems including Operational Remedy and IT Remedy System to raise customers requests to other departments across the bank within Operations and IT
Adept usage and navigation of CBD's systems (FCC, FCDB, CRM, DDS, FTS amongst many others 25+ systems) to ensure that cases are responded to within our team and without referring to other departments across the bank
Service & Quality
Maintain the spirit of CODE by supporting 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
Remain fully updated on Bank's policy and procedure, products / services to ensure prompt quality service to clients.
Record all ideas and suggestion provided by customers on CRM for further analysis and action
People
Take active interest in self-development & competencies to hold higher responsibilities.
Ensuring smooth transition of new entrants by providing 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 team members to manage their performance and development
Requirements:
Education And Experience
University graduate, preferably in commercially oriented discipline.
810 years of experience in operations, technology, product management or customer service would be preferred
Experience in managing teams
