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Overall supervision of Citigold customer service executives at Al Wasl Service lounge ensuring accurate and timely resolution of all customer queries and complaints according to Citibank standards and Compliance policies.
Some of the key responsibilities include (i) developing and sustaining an excellent customer experience model, (ii) Assure that all mandated Branch Controls are in place and are reviewed timely, (iii) To provide excellent relationship management and account servicing support to Relationship Managers so that as a team, there is greater productivity in acquiring, deepening and broadening existing and potential relationships.
Responsibilities:
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Hiring, retaining, motivating, training, maintaining, managing employees and their ongoing goal setting & performance appraisal. Further, effectively manage capacity and staff leave/vacation schedules ensuring that all customers are efficiently attended to during working hours.
- Manage staff for consistent and superior performance. This is done through goal setting, periodic performance reviews and discussions; training and job-rotation for cross-training purposes.
- The team is made up of Citigold Customer Service Executives who provide service-related support to the Relationship Management teams towards delivery of the financial and client franchise objectives of the business. The responsibilities of the team include customer interface, account maintenance-related functions, transaction execution and providing critical front-end checks and balances service functions.
- To ensure all work processes are executed in compliance with Bank’s policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement.
- Ensure customer enquiries and complaints are handled proficiently maintaining highest levels of satisfaction at customer end.
- Manage all escalated and complicated issues in a professional and timely manner
- Ensure consistently strong and proactive support is given through timely and error-free execution of trades, and all other aspects of sales and customer relationship management.
- In discharging review &/or input functions for transactions initiated by customers; independence & thoroughness of review is demonstrated in the capacity as maker/checker/authorizer.
- Ensure all aspects of the department’s administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business.
- Identify opportunities for streamlining/straight-through/centralized processing to significantly improve our operating efficiency, reduce cycle time and costs.
- Inculcate service standards and culture by being the role-model and coach, thereby helping the Business to increase the NPS and VOE score.
- Effective problem resolution in a timely manner.
- Work closely with the Relationship Management teams & other department heads to ensure robust and client friendly processes, sharing of best practices and to iron out root causes for breakdown in processes and problem resolution.
- Ensuring smooth interactions with all clients (Email, face to face, RMs, walk-in) that are involved in customer complaint resolutions.
- Ensuring for all enquiries received by email from the customer, the enquiry is resolved on a professional and timely manner.
- Reviewing and improving workflows, processes and service standards & turn around time for customer enquiries.
- Recommending product and system enhancements as well as introduction of automation to senior management, allowing Citibank to meet the competitive edge.
- Taking full ownership of ECCMS by minimizing escalations.
- Plan, improve and execute service strategy aiming to achieve optimum customer satisfaction survey results.
- Identify, prevent, and report potential fraudulent transactions by ensuring that all customer accounts have the right controls in place and that such cases are brought to the managers attention on time and accurately.
- Maintain close coordination between other branches supporting each other in handing customer queries and in all types of customer communication.
- Ensuring satisfactory ratings on the RCSA (Risk and Control Self-Assessment).
- To ensure that all errors or discrepancies identified are regularized promptly & where needed, staff training to be initiated.
- On-going training and reinforcement of Control and Compliance policies to staff under management. This includes Information Security.
- Encourage an environment where appropriate issues including customer complaints must be reported and with timely escalation.
- Responsible for testing the unit’s MCA.
- Be the Checker/Approver profile on New to Bank Account Opening Files, Additional Accounts, and Investments Accounts (ACA) for the Units.
- Review MIS received from Singapore on a regular basis and co-ordinate with respective Service Relationship Associates to regularize the same.
- Handle GCB & IPB SG & UK platforms.
- To ensure all work processes are executed in compliance with Bank’s policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement
- Review Daily Branch Account Opening / Maintenances outstanding cases and co-ordinate with respective Service Relationship Associates / RM to regularize the same and to avoid rework.
- Ensure all aspects of the department’s administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business.
- Resolve customer queries received through various channels (Email/RM/Phone/Face to face interaction etc.)
- Follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.).
- Follow the bank’s processes for verification of documents, retention of documents, processing of instructions, servicing of clients and resolution of complaints/queries.
- Drive service initiatives by assisting clients and relationship managers towards delivering seamless service fulfilment.
- Drive Bank’s digitization strategy by actively preparing clients to be digitally equipped.
- Foster teamwork and work toward optimization of team contribution.
- Should ensure that all Mandatory leave requests by staff have been updated into the CTMS system and pre-approved and waiver requests have the required approval of
- Supervisor should conduct surprise premises sweeps of at least 50% of branch staff to ensure no blank pre-signed forms, exposed confidential client data, non-compliance with Citi clean desk procedures, other inappropriate activity/documents/printed matter left unsecured. It included opening locked desks and cabinets and checking PCs, laptops, POS, Signature/Pin Pads for unauthorized or suspicious devices attached and signs of tampering.
- Should ensure that Quarterly Report listing individuals that have not completed required mandatory trainings been reviewed and necessary actions to ensure training is completed and exceptions have been escalated.
- Manage monthly scorecard checks and the annual performance appraisal process for RMs Support staff.
- Perform account opening document checks (ID and account opening forms).
- Perform document checks (all types of services and investments documents).
- Managers must review and modify existing user access, if needed, due to transfers and changes in job functions, within two weeks of the transfer/change or before the addition of new access that may compromise segregation of duties.
Qualifications/Experiences:
- Minimum 5 -7 Years’ experience in Branch Banking, Customer Service, Administration, Accounting, Finance, Economics etc.
- Ability to thrive in a high-pressure environment by demonstrating clear leadership abilities.
- Ability to nurture and build strong relationships with customers.
- Effectively liaise and support all other divisions of bank to meet key business drivers.
- Ensure effective recruitment and development plans are in place.
- Ensure compliance, check and controls are in place.
- Take an active role in social work and community development.
- Speaking Arabic language preferred
Education:
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Bachelor’s degree in Administration, Accounting, Finance, Economics or equivalent Certification
Skills:
- Be a proactive customer service leader able to emulate and decimate skills downwards.
- Excellent teamwork skills to cater to the varied investment understanding and support requirement of internal customers and external customers.
- Ongoing coaching & support through identifying weaknesses & improving on strengths.
- Team management
- Speaking Arabic language preferred
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Customer Service
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Job Family:
Service
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Time Type:
Full time
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