AVP, Contact Centre Operations (Emiratized Role)

Job Description

• Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
• Provide on-the-job training and constructive feedback to assigned team to support their overall development.
• Promote the organisation's values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank.
or
• Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
• Promote the organisation's values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.
Budgeting and Financial Performance
• Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.
Policies, Systems, Processes & Procedures
• Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.
Continuous Improvement
• Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
Reporting
• Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Ensuring team Managers and staff are knowledgeable of the Products, Processes and Systems
• Ensure all staff are knowledgeable of the rules and procedures of the Centre and that these are enforced consistently and fairly among all staff
• Ensure centre is running smoothly. Monitor/ guide Managers in their day-to-day activities and team management
• Ensure processes and controls to mitigate risk in the Contact Centre by ensuring adherence to the laid out standards
• Ensuring optimum work force management to meet agreed business SLA's
• Analysing and providing recommendations to the platform & business on ways and means of enhancing customer experience
• Displaying knowledge and understanding of the performance measurement process and monitoring indicators of Contact Centre Operations MIS
• Contributing to the MIS on Contact Centre indicators, call volume trends and analytics to help take decisions
• Tracking agent and team performance. Tracking and sharing daily monthly reports. Maintain all relevant reports agent and team wise
• Tracking agent and team incentives earned for cross-sell and up sell of all product types. Tracking and sharing daily monthly sales volume reports. Maintain all relevant reports agent and team wise
• Ensuring optimum utilization of available tools such as CMS, WFM system for data extraction, analyse and presentation
• Providing assistance to resolve problems pertaining to issues within own function and cross functional teams
• Optimizing resource utilization and manage costs in line with business expectations
• Guiding and motivating the team to continuously perform and meet customer service standards
• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks
• Authorised to take decisions as per the approved authorization matrix

Qualifications

Minimum Qualifications:
• Graduate
Minimum Experience:
• 5 years in a Team Leader role in Contact Centre
Knowledge, Skills, and Attributes:
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking
• Excellent communication skill in English & Arabic (Optional)

About Us

About Us:

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB:

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization

Career Development:

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

Our Values:

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.