AVP, Contact Centre - Customer Care Unit

Units Supervision and Team Managers ▪ Organize 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. ▪ 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. 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 Unit requirements and quality standards. PRINCIPAL DUTIES & RESPONSIBILITIES : ▪ Manage the Customer Care Unit to achieve and maintain agreed service level targets, ensuring adequate Service Quality of FAB towards assigned Channels: CCU – Service Request Process Team, ▪ Atyourservice Team: Email interaction Team with FAB Customer’s ▪ Ensure the provision of the necessary training and motivation to develop a team of staff capable of delivering exceptional service, focusing, in particular, on their problem solving and communication skills. ▪ Take lead and ownership, for individual request cases which are escalated to the senior management, regulator(s), media etc. ▪ Liaise with Customer Experience team on the Root Cause Analysis on the Major logged Requests with FAB and implement enhancement. ▪ Liaise with Customer Experience team to produce management information, and develop the best practice for Service Requests handling across all teams ▪ Take appropriate action to deal with any identified issues, either with the service being provided to the customers from across all channels and enablement functions. ▪ Manage, understand and control costs within the unit in order to enable the improvement of profitability and productivity and the identification of areas of strong or weak performance. ▪ Identify opportunities to enhance and improve business processes and/or support systems in the area and communicate these to the relevant people in business lines responsible for dealing with them and identified decision makers within the business. ▪ Ensuring Audit and Risk Compliance for all alternate Units ▪ Providing professional advice and alternatives/solutions to customers' Complaints and queries using knowledge of bank's products and services to assure no breaching of Central Bank Regularity ▪ Planning and organizing resolution in coordination with other businesses and relevant departments. ▪ Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks. ▪ Check and Confirm with Unit Head on the Authorised to take decisions as per the approved authorisation matrix.

Minimum Qualification ▪ Bachelor’s degree Minimum Experience Essential Proven experience in managing and motivating teams of people. Graduate with 5 years’ experience within customer service industry, banking in specific Experience of working within a Contact Centre environment Good knowledge of local work legislation applicable to the call centre environment. Desirable Strong understanding of Contact Centre technology, electronic access methods, such as workflow management software. Strong understanding of Operations and Customer services processes. Personal Strong problem-solving ability Excellent leadership capabilities for managing and motivating large teams Excellent interpersonal understanding Excellent written and spoken communication, both in English, local language is a plus Negotiation skills

Manage the Customer Care Unit to achieve and maintain agreed service level targets, ensuring adequate Service Quality of FAB towards assigned Channels: CCU – Service Request Process Team, Atyourservice Team: Email interaction Team with FAB Customer’s. Ensure the provision of the necessary training and motivation to develop a team of staff capable of delivering exceptional service, focusing on their problem solving and communication skills. Take lead and ownership for individual request cases escalated to senior management, regulator(s), media, etc. Liaise with Customer Experience team on Root Cause Analysis of major logged requests and implement enhancements. Liaise with Customer Experience team to produce management information and develop best practices for Service Requests handling across all teams. Take appropriate action to deal with identified issues across channels and enablement functions. Manage, understand and control costs within the unit to improve profitability and productivity and identify areas of strong or weak performance. Identify opportunities to enhance and improve business processes and/or support systems and communicate these to relevant decision makers. Ensure Audit and Risk Compliance for all alternate Units. Provide professional advice and alternatives/solutions to customers’ complaints and queries using knowledge of bank’s products and services to ensure no breach of Central Bank Regulations. Plan and organize resolution in coordination with other businesses and relevant departments. Functions within the framework and boundaries of Group policies and governance frameworks. Check and confirm with Unit Head on authorization to take decisions as per the approved authorization matrix.