Customer Service Manager (UAE Nationals)

Role Overview

Customer Service Manager at Emirates NBD, based in the UAE. This role is part of Emirates NBD's commitment to developing UAE national talent in an innovative and supportive work environment.

Role Purpose

Ensure exceptional service delivery and resolution of operational matters for Priority Banking customers. Lead and coach Customer Service Representatives across mapped PRB centers, support service escalations, and guarantee customer requests are handled within agreed turnaround times while maintaining full compliance with bank policies and procedures.

Key Responsibilities

Customer Service Leadership

• Guide, coach and supervise Customer Service Representatives in handling customer queries received through CRM, walk-ins, emails, phone calls, faxes and escalations.
• Act as the first point of contact for service matters in the PRB centre, resolving operational issues and supporting Relationship Managers and Area Managers on service-related matters.

Escalation & Resolution Management

• Manage service escalations across PRB and mapped non-PRB branches, ensuring customer queries and complaints are resolved within agreed turnaround times.

Compliance & Operations

• Ensure CSRs follow bank processes, policies and SIM online guidelines, including compliance, audit and operational control requirements.
• Review and verify non-financial and financial customer requests, including account maintenance, account opening, credit card applications, cheque book and debit card requests, fixed deposits and telegraphic transfers.

Performance Monitoring

• Monitor CSR performance against KPIs, sales targets, NPS/CSAT thresholds and service standards, escalating unacceptable behavior or performance concerns when required.

Daily Operations

• Conduct daily huddles, review pending CRM service requests, monitor operational reports and ensure PRB stationery, documents and customer requests are properly controlled and actioned.

Qualifications & Experience

• Bachelor's degree or graduate qualification in any discipline, preferably in commerce or banking.
• 3 to 5 years of experience in banking, with exposure to customer service, operations or relationship management, preferably within the GCC market.

Skills & Competencies

• Working knowledge of banking systems, CRM and Microsoft Office applications, including Excel, PowerPoint and Word.
• Strong communication and attention to detail.
• Customer focus and achievement orientation.
• Experience supervising or managing team members.

Additional Information

• Flexible work policy allowing remote work as needed.
• Competitive rewards, benefits and perks.
• Professional development opportunities to accelerate career growth.