Senior Officer- Contact Centre Technology

Company Description

Looking to join the #1 bank in the UAE and one of the most prestigious in the region? We're looking for professionals who are driven, skilled, and ready to take on new challenges. Together, we can achieve our goals, making a lasting impact on both our company and the industry as a whole.

Join us and leave your mark on the industry. Let's work together to achieve great things and unlock new possibilities for our employees, customers, and communities.

Job Description

To assist in managing day-to-day operations of all direct banking channels activities, and assist in design of new processes and features within the channels

Qualifications

Specific Job Accountability

▪ Draft business requirements and change requests

▪ Design new processes and features within the channels

▪ Track daily transactions performed over the channels and monitor fulfilment

▪ Resolve customer complaints within TAT specified

▪ Action non-fulfilled requirements or monitor for fulfilment as agreed with SLA and agreed service standards

▪ Tackle technical of business teething problems/bugs during UAT or post implementation

▪ Perform channel User Acceptance Test (UAT), prepare Business Requirement Document (BRD)

▪ Review Functional Service Document (FSD), Technical Architecture

▪ Design UAT scenarios and UAT test execution cases and what if situation arises and plan for change requests and plan for resolution closely with IT department for fulfilment

▪ Enhance Customer Relationship Management (CRM) solution for the Bank Call Centre

▪ To supervise Team on productivity standards, Quality Assurance and meet Turnaround time.

▪ To prepare Standard Operational Procedures (SOPs)

▪ Prepare MIS, meet performance standards and overall Teams achievements

▪ To establish relationship with clients, senior management and working closely across all departments

▪ To proof GL accounts and reconcile Internal service provider accounts

▪ To broadcast SMS and Emails for the Bank and take ownership in co-ordination with marketing department.

▪ Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.

▪ Authorised to take decisions as per the approved authorisation matrix.

Additional Information

Minimum Qualification

▪ Minimum Bachelor’s degree, commercial and technical qualifications, and experience required for performing the full duties of the job.

Minimum Experience

▪ Graduate with 2 years’ experience within customer service industry.

▪ General Banking experience with sound operational understanding is mandatory.

▪ Understanding of Contact Centre technology, such as IVR and web, and workflow management software.

▪ Business experience on Call Centre, IVR, and CRM, internet and mobile banking,

▪ Familiar with MS office, advanced excel and good in number crunching and analysis.

▪ Strong analytical skills, and business logic