Digital Care Director UAE National Role

Role Overview

Digital Care Director UAE National Role at Du, based in the United Arab Emirates. This role requires UAE National status with Family Book.

Role Purpose

Develop and execute digital care strategy aligned to organizational objectives while managing day-to-day operations, driving best practices, maximizing operational efficiency, and ensuring customer expectations are consistently met through effective technology-based service delivery channels.

Key Responsibilities

Strategy & Planning

• Develop short and long-term digital care strategy aligned to overall organization strategy.
• Define and implement methodologies to measure NPS, customer satisfaction, and Voice of the Customer programs.
• Provide an ongoing methodology for measuring customer experience.
• Develop and create customer access channels ensuring new projects are at the leading edge of digital service delivery by utilizing effective technology-based infrastructure.

Operations & Performance Management

• Overall management of day-to-day operations of digital care function ensuring the department meets both company and customer expectations.
• Implement and take action to achieve target productivity, quality indicators, and measure overall performance against set objectives.
• Drive the development and implementation of best digital practices and ensure KPIs are set and achieved.
• Implement and deploy new technologies, service delivery channels, and self-care channels to maximize operational efficiencies.
• Monitor budget planning, monitoring, and control to ensure effective resource allocation.

Stakeholder & Relationship Management

• Establish sound and effective relationships with other departments and develop SLAs with those departments to ensure efficient resolution of all customer requests or complaints.
• Lead employee engagement and recognition initiatives to drive performance and productivity.
• Manage, motivate, develop, and appraise staff to ensure the highest level of operation at all times.

Reporting & Analysis

• Provide daily, weekly, and monthly reports and feedback to management related to digital care operations and self-care performance.
• Review reports on customer behavior as provided by and in conjunction with marketing analyses to identify improvements to service quality via the mobile app and self-care platforms.
• Input into the development and implementation of an improvement roadmap.

Training & Development

• Ensure availability of effective training methodology for all digital care staff to keep them updated in relation to all products, services, and problem resolution.

Qualifications & Experience

• Bachelor or Master's degree in Business Management or distinguished experience with additional further training courses in customer experience or customer relationship management.
• Minimum of 10 years management responsibility.
• Extensive experience in Telecommunications, BPOs, contact centres, customer experience management, and Omni-channel service delivery.
• Sound knowledge in digital care and self-care platforms management.
• Sound knowledge of customer satisfaction management and NPS programs.
• Experience in managing BPOs.

Skills & Competencies

• Strong performance and results orientation.
• High-level analytical and creative problem-solving skills.
• Excellent communication and analysis skills.
• Creative, flexible, and resilient.
• Fluent in English. Arabic language fluency is a plus.

Additional Information

• Applicants must be UAE National with Family Book. No other applications will be considered.
• Upon application submission, candidates are required to complete a competency-based chat interview via Sapia.ai.