Customer Service Manager
WALLSTREET EXCHANGE,
Dubai
منذ 1 يوم
source : Wisdom Jobs

Develops the strategy for the Department and guides the development of strategy for the reporting sections in line with WSE priorities Prepares and manages the annual budget for the Department and reporting sections in conjunction with the general directorate and secures subsequent approval tracks expenditure and ensures adherence to the budget Supports the development of the workforce plan for the Department by providing input for own department Defines the operating framework and policies for the department and ensures compliance with internal quality standards Core Responsibilities Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews Prepares and completes action plans implements production productivity quality and customer-

service standards Meets customer service financial objectives by forecasting requirements Prepares department s annual budget schedules expenditures analyses variances initiates corrective actions Determines customer service requirements by maintaining contact with customers visiting operational environments conducting surveys forming focus groups benchmarking best practices analyzing information and applications Improves customer service quality results by studying evaluating and re-

designing processes establishing and communicating service metrics monitoring and analyzing results implementing changes Maximizes customer operational performance by providing help desk resources and technical advice resolving problems disseminating advisories warnings and new techniques detecting and diagnosing network problems Updates job knowledge by participating in educational opportunities reading professional publications maintaining personal networks participating in professional organizations Accomplishes information systems and organization mission by completing related results as needed Analyzes data and statistics Compiles and prints reports on overall customer satisfaction Isolates and identifies areas of improvement Works with management on customer service initiatives Utilizes social media to respond to customer complaints and praise People Management Responsibilities Defines goals and key performance indicators for each member of the team and ensures effective application of the WSE performance management process Directs planning and selection of manpower in the Customer Services Department in line with the business and operational plans Ensures high level of employee engagement and capability development by providing on-

going feedback and coaching team members within the Customer Services Department Self-Management Responsibilities Defines goals and key performance indicators for each member of the team and ensure effective implementation of the WSE performance management process Develops talent within the team by providing guidance and coaching to achieve the defined goals Performs other responsibilities and tasks as directed by the Head Human Resources in order to meet Department s objectivesProfile Summary : KeySkills : Profile Summary : KeySkills : Company Profile : WALLSTREET EXCHANGE For over 25 years Wall Street a member of Emirates Post Group has been providing a wide range of foreign exchange money transfer and related services in the region Our continued growth has allowed us to set up a worldwide network that includes offices in the UK UAE and Hong Kong Today our branch network spreads across these regions while we continue to grow our international presence through our agents and partner banks And so with our global reach our local expertise and our dedicated services to customers Wall Street is the preferred choice for Currency Exchange Remittances

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