Client Excellence & Service Delivery

Website Almarai

Job Description:

Leads the Client Excellence and Service Delivery Team to deliver a first-class customer service to our c.5,000 Institutional and Corporate clients across digital (iServe) and physical channels (WBG Branch). As well as over-seeing the end-to-end implementation of all TBG Products across: Channels, Payables, Receivables, Trade, Supply Chain Finance and Acquiring. The successful candidate is expected to shape and deliver the overall department strategy and improvement roadmap as well as ensuring delivery in-line with industry-leading KPIs / SLAs. In addition, the department is responsible for driving digital adoption, product utilization and cross-selling of our products to our WBG customer base.

Job Responsibilities:

  • Ensure the team complies with the authentication agreement and policies and procedures of the Bank for information exchange and customer handling
  • Oversee and deliver the full cross-skilling of the team to ensure effective work management across all the relevant TBG / WBG products & services including: Channels, Payments, Receivables, Trade, Supply Chain
  • Finance, Cards, Acquiring, Loans etc.
  • Oversee the development and maintenance of the overall department MI & Reporting and report to management in-line with the agreed governance structure
  • Ensure the Client Excellence & Service Delivery SOP remains up-to-date and all staff operate within SOP guidelines. As well as overseeing and delivering improvements to the CESD processes and procedures
  • Holds a strong knowledge and experience in Corporate Banking and specifically within the areas of: Trade,
  • Supply Chain Finance, Payments & Cash Management, Acquiring, Cards, Loans and other Account Services. As well as awareness of external market developments and trends

Job Requirements:

  • 10+ years of experience in operations, technology, product management or customer service would be preferred
  • MBA / Masters (or equivalent) would be beneficial
  • Graduate, preferably in commercially oriented discipline

Job Details:

Company: Almarai

Vacancy Type: Full Time

Job Location: Dubai, UAE

Application Deadline: N/A

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