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Our client is global FinTech organization and as part of their growth, we are recruiting a UAE experienced Head of Customer Service to join their UAE operations.
The role is accountable for developing and implementing strategies and initiatives to enhance the customer journey to accelerate customer acquisition and retention.
Candidates must have proven capabilities in driving the vision and operational roadmap for customer success focusing on customer growth through customer onboarding and retention.
The successful candidate will have strong UAE experience in embedding customer excellence systems, processes and practices within a multi-cultural contact center.
Role Summary
Strategically lead and develop a customer operations team to enhance performance by setting clear individual and team accountable performance metrics.
Oversee a multicultural 150+ seat customer support team that provide client onboarding and live chat, telephone and email support.
Build and nurture a customer-centric culture.
Manage a team to ensure service volume and quality levels are exceeded.
Establish customer success metrics and measures for improvement.
Evaluate and manage team performance against team and individual KPIs.
Collaborate with sales, marketing, product and operations to develop resources to onboard new customers and drive platform utilization, product adoption and brand engagement.
Identify customer growth and retention opportunities; mitigate risk to increase client satisfaction.
Mandatory Skills & Experience
10 – 15 years’ UAE experience in senior leadership customer service / contact center operations within financial institutions – FinTech, FX, retail banking, investment management, cryptocurrency, bitcoin or financial services.
Strong commercial and financial acumen with a deep understanding of value drivers related to customer spend, satisfaction and retention.
Experience of carrying out root cause analysis and analyzing customer insights to driver better sales through service, enhancing first call resolution and reducing the cost to serve.
Experience in process mapping and process analysis, identifying areas for optimization to improve efficiency and customer experience
Strong data analysis experience to identify areas of improvement and optimize customer excellence.
Proven capabilities in building a culture of continuous learning and improvement.
Strong people management and development, leadership, team building skills with a passion for coaching and developing high-performing customer centric teams.
Candidate Profile
Currently living in the United Arab Emirates.
Fluent in English.
Strong organizational skills with the ability to prioritize, balance conflicting tasks and manage internal and external stakeholders
Ability to influence and engage cross-functional teams.
Education
Bachelor’s degree
Job Types: Full-time, Permanent
Ability to commute/relocate:
- Dubai: Reliably commute or planning to relocate before starting work (Preferred)
Education:
- Bachelor’s (Required)
Experience:
- customer service in the financial services, banking, FinTech: 10 years (Required)
Language:
- fluent English (Required)
License/Certification:
- UAE driving license (Required)
