Description
Job description / Role
Job Type
Full Time
Job Location
Dubai, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Finance, Business Analysis & Consulting
Company Industry
Finance, Investment & Asset Management
Key responsibilities
Strategic support and execution:
Assist in implementing the service monitoring and customer insights roadmap as defined by the head of the function. Ensure effective execution of customer experience strategies and initiatives across business groups. Collaborate with the head to set priorities, milestones, and deliverables for projects and initiatives.
Service metrics and performance monitoring:
Oversee the day-to-day monitoring and reporting of service KPIs across all channels and products. Identify trends, performance gaps, and improvement opportunities, escalating issues as needed. Ensure the accuracy and timeliness of performance data shared with stakeholders.
Survey management:
Manage the execution of customer surveys, including NPS, CSAT, and benchmarking surveys, ensuring alignment with objectives. Coordinate with internal teams to deploy surveys, analyse feedback, and deliver actionable insights. Support focus group activities and customer engagement surveys to gather deeper insights.
Data analytics and reporting:
Prepare reports and dashboards, ensuring data accuracy and timely delivery. Perform data analytics to identify actionable insights for business groups. Provide summaries of customer insights to guide decision-making by senior management.
Collaboration and communication:
Collaborate with stakeholders, including IT, operations, and marketing, to ensure the seamless implementation of projects.
Strategy development and implementation
Develops and directs the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission, and corporate objectives. Ensures that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank. Ensures the provision of subject matter expertise for the assigned domain and provides counsel to FAB leadership on all related areas to facilitate the achievement of FAB strategy and functional strategies.
Leads key business processes, e.g., rethinking/redesigning of key CBG customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives. Develops a roadmap for comprehensive redesign of acquisition and service processes. Manages the full life cycle of project management including planning, execution, and handovers.
Designs and creates service standards and KPIs across all segments, channels, and customer touch points. Accelerates adoption of customer service standards and metrics throughout the organization by training and coaching employees. Defines employee training deliverables to help create a culture that is more customer service focused.
Assesses how well a delivered service conforms to customer expectations to quickly identify problems and assess customer satisfaction. Continually challenges the environment on service standards, delivery, processes, and attitude towards the customer's end-to-end experience. Continuously fosters a more customer-centric culture within the organization by defining employee training and culture.
Forms a strong brand advocacy environment where teams act as agents of change for the bank. Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels. Ensures continual search for innovative methods to leverage data and information to derive relevant insights such as emotional analysis and conducting analysis using varied techniques by interpreting structured and unstructured customer feedback to translate the information in order to assist in informed decision making.
Leads the development of programs to enhance customer experience by collecting customer feedback from various sources including digital, call centre, online comments, social media, etc., and translating the data into actionable outcomes. Tracks and monitors processes related to data gathering and analysis to ensure accuracy and efficiency in data analysis process and results.
Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate development of fact-based, compelling recommendations to drive consensus and strategic alignment. Ensures clear dissemination of information throughout the organization, and delivers potentially sensitive and negative customer feedback in a constructive and professional manner.
Implements and continually enhances systems and practices used for managing and reporting customer experience performance data, prioritization of improvement options, and reporting customer experience information in an engaging way including dashboards. Benchmarks and applies best practice customer analytic techniques. Maintains an understanding of contemporary customer intelligence, experience design, and implementation to ensure customer analytics drives optimal outcomes.
Supports the design and implementation of various initiatives executed by the customer experience team. Works with key stakeholders including process owners, management, IT, and staff to ensure all customer experience team initiatives are fully implemented into the department. Collaborates with senior managers to successfully support department objectives.
Leadership
Act as a role model and drive adherence to organisational values and ethics by employees of the assigned function to ensure the establishment of a value-driven culture within the bank.
Change management
Lead the management of change through continuous improvement of functional systems, processes, and practices considering global standards and changes in the business environment which demand proactive action plans. Proactively identifies and provides solutions for any strategic delivery risks and issues.
Defines and maintains list of initiatives, and cascades FAB-wide transformation initiatives as required. Articulates and strategizes transformation initiatives into an actionable roadmap across businesses highlighted through customer feedback or other key transformation initiatives.
Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the group. Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development and delivery areas.
Reporting
Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies, and quality standards. Package and present progress, next steps, and challenges regarding projects to the management as and when required.
Ensures timely program reporting is in place and distributed to key stakeholders and SPOCs in order to drive and influence informed decision making around priorities. Leverages central function support teams to implement the projects (IT, operations, credit, etc.). Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development and delivery areas. Proactively identifies and provides solutions for any strategic delivery risks and issues.
Job context
On time delivery of projects
Achievement of number of projects target
Smooth operation of projects and project management
Timeliness and accuracy of reports
Overall customer engagement strategy
Customer journey roadmap
Achievement percentage of customer journey initiatives planned for the year
Customer loyalty measures (e.g., NPS)
Increased operational efficiency
Frameworks, boundaries, and decision making authority
Functions within the framework and boundaries of group policies as well as overall organisational and governance frameworks. Authorised to take decisions as per the approved authorisation matrix.
Requirements / qualifications
Minimum qualification: Bachelor's degree
Minimum experience: 5-10 years
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 globally that rewards your hard work and dedication.
Join our team and be part of a journey to shape the future of banking.
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