(UAE Nationals Only) Team Leader , DBC.CXC - RBG - DBC- RAK Call Center- Client Experience and Conduct Group

Role Overview

Team Leader, DBC.CXC - RBG - DBC- RAK Call Center, Client Experience and Conduct Group at Mashreq. UAE Nationals only. Located in RAK.

Role Purpose

Manage and coordinate the retention program for all RBG banking products, including Personal Loan customers (MB & Osool) and Liability customers across product ownership classes. Lead end-to-end retention processes from intake through counter offer finalization, while gathering market intelligence and providing strategic feedback to credit and product management to address attrition and inform policy formulation.

Key Responsibilities

Retention Program Management

• Coordinate the entire retention process end to end, from receiving retention forms through counter offer finalization.
• Assist, direct and coach branches to fine-tune counter offers.
• Negotiate with customers and credit/product management to finalize counter offers in a timely and organized manner.

Customer Engagement & Feedback

• Conduct customer exit interviews to maximize retention and obtain feedback.
• Assist in identifying customer needs and competitive movements.
• Provide structured feedback to credit and product management to help in policy formulation and address chronic retention issues.

Campaign Execution

• Conceive, plan, execute and achieve results through proactive retention campaigns.
• Run campaigns to proactively prevent attrition and build customer loyalty.

Compliance & Support

• Assist in customer complaint resolution in coordination with CRU, where appropriate.

Reporting & Analysis

• Generate daily and monthly customer attrition reports.
• Conduct detailed analytical reporting and presentation of retention metrics.

Market Intelligence

• Assist in gathering competitor information and understanding marketplace dynamics through ongoing network interactions.
• Conduct mystery shopping activities.
• Provide market intelligence to inform strategic decisions.

Process Improvement

• Initiate improvements to current processes.
• Conduct regular checks on process benchmarking against market practices.

Qualifications & Experience

• Undergraduate qualifications in Sales and Marketing.
• MBA preferred.
• Sales or front line experience desirable.

Skills & Competencies

• Strong understanding of Mashreqbank and Osool retail lending product parameters.
• Working knowledge of all retail asset products of Mashreqbank and Osool.
• Excellent communication skills, bilingual in Arabic and English.
• Strong customer interface ability.
• Coordination and project management skills.
• Detail orientation and analytical capabilities.
• Credibility and objectivity.
• High level of analytical, report writing and presentation skills.
• Advanced PC skills.