AVP, Contact Centre Operations (Emiratized Role)

JOB SUMMARY / INTRODUCTION The role is responsible for managing the day to day operations of assigned contact centre site. Supervising Team Managers to enhance customer service experience and satisfaction by ensuring efficient contact centre operations. The role is required to support the Operations Head in day-to-day operational needs. KEY RESPONSIBILITIES 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. 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. 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. 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. Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction. Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards. 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. REQUIREMENTS / 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 Preferred / Beneficial Excellent communication skill in English & Arabic (Optional)

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)

Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out efficiently and in line with operating procedures and policy. Provide on-the-job training and feedback to support development. Promote the bank's values and ethics to foster a value-driven culture. Monitor financial performance against budgets and report variances. Input and implement policies, systems and procedures for the team. Identify opportunities for continuous improvement and cost reduction. Prepare sectional statements and reports. Ensure staff are knowledgeable of products, processes and systems; enforce rules and procedures; manage day-to-day activities; mitigate risk by adhering to standards; optimize workforce management to meet SLAs; analyse and report on contact centre performance and customer experience; track and report agent and team performance and incentives for cross-sell and upsell; utilize tools such as CMS and WFM for data extraction and presentation; resolve issues within own function and cross-functional teams; optimize resource utilization and costs; guide and motivate the team to meet customer service standards.