Senior Service Quality Controller UAE National
Dubai Islamic Bank.
Dubai
منذ 4 يوم
source : Wisdom Jobs

Grade E Gender Male Female Nationality UAE National Job Objective To review consumer banking customer touch points adherence to service standards guidebook monitor key service indicators identify areas for improvement and implement action plans in order to improve service levels and enhance customer experience Job Responsibilities Monitor and report key performance indicators and dashboards identify gaps and root causes and recommend action plans Conduct branches service reviews report review findings and prepare branches score card Support in service quality projects applications development and transformation programs Adherence to service quality department guidebook report and address discrepancies Conduct regular meetings with zone and branch managers to review their key service indicators performance and agree on action plans for performance improvement Identify potential process failure and areas for improvements escalate it to the relevant stakeholders and follow up until resolved Provide required training and coaching during branch visits Conduct Ad-

hoc projects as delegated by direct management Building solid productive relationship with all levels of leadership and support teams Provide timely accurate and effective feedback to frontline staff Conduct process mapping and improvements for service delivery processes in branches Improve customer service at front line counters and delivery channels with improvement on customer flow roots in branches to reduce service time and provide unique service experience All the above accountabilities includes but not limited to any additional new tasks or responsibilities assigned by the line Manager Profile Summary : KeySkills : Profile Summary : KeySkills : Company Profile : Established in 1975 Dubai Islamic Bank is the first Islamic bank to have successfully implemented the Islamic system of banking in all its shades Help and encouragement came in from everywhere such as the government people and the central bank of UAE The economic and business philosophy of Islam encourages generation and sharing of profits However it forbids giving or taking of interest Dubai Islamic Bank is the first Islamic bank in the world to practically implement this concept Leveraging the strengths of Islamic business and economic concepts on one hand and state-

of-the-art banking technology on the other we create partnerships with our customers to generate profits These are then shared between us A vast array of products has been created to suit every conceivable need of our valued customers

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