AVP, Contact Centre Operations (Emiratized Role)

Role Overview

Assistant Vice President, Contact Centre Operations at First Abu Dhabi Bank (FAB) in Abu Dhabi. This is an Emiratized role responsible for managing day-to-day operations of an assigned contact centre site.

Role Purpose

Manage and supervise contact centre operations to enhance customer service experience and satisfaction through efficient operations. Support the Operations Head in daily operational needs and oversee Team Managers to ensure consistent delivery against operating procedures and policy.

Key Responsibilities

Operations Management

• Organize and supervise assigned team work to ensure all activities are carried out efficiently and consistently with operating procedures and policy.
• Ensure the centre runs smoothly by monitoring and guiding Managers in their day-to-day activities and team management.
• Monitor financial performance against budgets and promptly report variances to management.
• Optimize resource utilization and manage costs in line with business expectations.

Team Development & Culture

• Provide on-the-job training and constructive feedback to assigned team to support overall development.
• Provide guidance and on-the-job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives.
• Guide and motivate the team to continuously perform and meet customer service standards.
• Promote the organisation's values and ethics in all activities within the team to support establishment of a value-driven culture within the bank.

Policy & Compliance

• Provide inputs and implement policies, systems and procedures for the assigned team to ensure all relevant procedural and legislative requirements are fulfilled while delivering quality, cost-effective service.
• Ensure all staff are knowledgeable of the rules and procedures of the centre and that these are enforced consistently and fairly among all staff.
• Ensure processes and controls to mitigate risk in the Contact Centre by ensuring adherence to laid-out standards.

Knowledge & Training

• Ensure Team Managers and staff are knowledgeable of the Products, Processes and Systems.

Performance Management & Analytics

• Track agent and team performance and share daily and monthly reports.
• Maintain all relevant reports agent and team-wise.
• Display knowledge and understanding of the performance measurement process and monitoring indicators of Contact Centre Operations MIS.
• Contribute to the MIS on Contact Centre indicators, call volume trends and analytics to help take decisions.
• Track agent and team incentives earned for cross-sell and up-sell of all product types.
• Track and share daily and monthly sales volume reports.
• Maintain all relevant reports agent and team-wise.

Workforce Management

• Ensure optimum workforce management to meet agreed business SLAs.
• Ensure optimum utilization of available tools such as CMS and WFM system for data extraction, analysis and presentation.

Continuous Improvement

• Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
• Analyze and provide recommendations to the platform and business on ways and means of enhancing customer experience.

Reporting & Documentation

• Prepare sectional statements and reports timeously and accurately to meet FAB and department requirements, policies and quality standards.

Problem Resolution

• Provide assistance to resolve problems pertaining to issues within own function and cross-functional teams.

Qualifications & Experience

• Graduate degree minimum.
• Minimum 5 years in a Team Leader role in Contact Centre.

Skills & Competencies

• Customer Service
• Product Knowledge
• Quality Focus
• Problem Solving
• Market Knowledge
• Documentation Skills
• Listening
• Phone Skills
• Resolving Conflict
• Analyzing Information
• Multi-tasking
• Excellent communication skill in English and Arabic (optional)