Manager - Direct Banking Center.Injaz-RBG-DBC PL Fulfillment.Retail Banking Group

Role Overview

Manager - Direct Banking Center (Injaz-RBG-DBC PL Fulfillment), Retail Banking Group at Mashreq.

Role Purpose

Lead and manage the Direct Banking Center operations, including workforce management, dialer operations, and campaign execution, while driving business performance, operational excellence, and cross-functional collaboration to support the Retail Banking Group's objectives.

Key Responsibilities

Team Leadership & Development

• Lead and manage the WFM, MIS, Sales Coordinator, and Runner teams to ensure smooth business operations.
• Coach and develop team members while fostering a high-performance culture.

Workforce & Performance Management

• Oversee workforce planning, productivity tracking, and management reporting.
• Ensure accurate and timely MIS, analytics, and performance dashboards for management review.

Dialer & Campaign Operations

• Manage dialer operations, campaign setup, lead allocation, and database utilization to maximize business performance.

Vendor & Service Delivery Management

• Manage vendor relationships, monitor service delivery, and ensure adherence to agreed SLAs.

Projects & Continuous Improvement

• Drive and deliver business and operational projects for the CCPL team.
• Implement process improvements to enhance efficiency, productivity, and customer experience.

Governance & Compliance

• Ensure compliance with internal policies, regulatory requirements, and operational controls.

Stakeholder Collaboration

• Collaborate with Business, Operations, Technology, HR, Finance, and other stakeholders to support business objectives.