Citi Hiring for Customer Service Operations Head Job at Dubai Full Time

The Customer Service Operations Head is responsible for delivering and improving customer experience for Citi Global Wealth (CGW) UAE with regards to non-voice customer service (written enquiries and complaints). The incumbent would be also responsible to lead and manage escalations from business heads and stakeholders across CGW UAE, and ensure high compliance and regulatory standards.

Responsibilities:

• Manages all non-voice channels of customer service (online, email, internal requests) within acceptable service levels, errors, and turnaround times. Also maintains the priority-servicing thresholds for premium customer segments.
• Creates and maintains best-in-class written customer responses; pursues simplification, customer fairness and accuracy of issue and resolution information in such responses.
• Identifies opportunities for continuous process improvements as well as helps design automated / self-service options for customer query and request reduction and / or faster resolution.
• Supervises the Complaints Governance process, including adherence to mandatory reporting (Treating Customer Fairly, Sales Practice issues) as well as categorization (Regulatory, Presidential etc.) requirements.
• Ensures adherence to the relevant sections in the UAE Consumer Protection Regulation, including independent management of complaint handling operations.
• Supervises a medium-sized team. Independently deals with various issues with potentially broader business impact. Evaluates subordinates’ performance and makes decisions about staffing, pay increases, promotions, terminations, offshoring etc.
• Ensures the customer service staff remain trained and up to date on product and process changes, as well have adequate pre-notification of business disruptions and issues, to let them handle customer queries and complaints competently.
• Collaborates with the Client Experience function to identify root causes of customer-initiated requests and complaints as part of Client Journeys. Delivers substantial improvements to customer satisfaction (NPS), reduction in Problem Incidence and repeat issues through appropriate measures including the above items.
• Represents UAE in Regional and Global forums, to benchmark against other CGW franchises and identify best-in-class client experiences, facilitate success-transfer, as well as to solicit support for prioritization of key client-excellence related initiatives.
• Ensures adherence to local and global policies; is responsible for the audit results and to ensure compliance with internal and regulatory procedures and policies is consistently achieved.

Qualifications:

• High knowledge level on operational process design and implementation and ongoing evaluation and assessment
• Comprehensive knowledge (15+ years of experience preferred) of Customer service / client experience.
• Proven ability in leading cross-functional efforts in improving NPS.
• Experience in leveraging data and digital tools in order to deliver superior customer service.
• Effective leadership and influencing skills with focus on continuous improvement and innovation.
• Large-team management skills, including ability to manage remote teams

• Excellent oral and written communication skills

• Preferred but not mandatory: Prior experience in UAE, and understanding of local regulations and laws related customer protection and complaint management

Education:

• Bachelor’s/University degree, Master’s degree preferred

Competencies:

• Preferred but not mandatory: Prior experience in UAE, and understanding of local regulations and laws related customer protection and complaint management.
• Results oriented, assertive, innovative and resourceful
• Attention to detail, esp. related to defect identification and root-cause analysis
• Ability to work in fast-paced environments, multitask and respond in short timeframes
• Creative approach while dealing with ambiguity with the ability to anticipate challenges and develop innovative.

Development Value:

• The role will allow the incumbent to contribute substantially towards inculcating client-centricity across CGW UAE, while spearheading operational re-alignment around client obsession and transformation in a fast-paced environment with multiple priorities and challenging targets.

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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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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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