CCB Service Head Middle East AVP VP
Citi bank
Dubai United Arab Emirates
منذ 5 يوم
source : HireeJobsGulf

CCB Service Head Middle East is a leadership role based out of Dubai UAE and reporting to EMEA CCB Client Service Head The primary responsibility of the ME CCB Service Head is managing a team of 10 Client experience Analysts across UAE Bahrain Jordan and provide a superior client experience for more 1500 Commercial Banking clients The incumbent should be passionate in providing the best service to our clients and collaborate with various internal stakeholders operations coverage technology business etc globally to ensure delightful client experience The job requires to ensure that the daytoday execution of client queries are taken care in an efficient timely manner Indepth understanding of how own subfunction contributes to achieving the objectives of the function A good understanding of the industry direct competitors products and services is also necessary to contribute to the commercial objectives of the business Requires thorough understanding of strategic direction of the function within the relevant part of the business combined with a solid conceptual practical grounding in both the function and or area of expertise and related subject areas Excellent communication skills required to negotiate internally often at a senior level external communication negotiation may be necessary The successful candidate is required to maintain a robust highly control focussed environment within the department Accountable for end results budgeting planning and devise future strategies to deliver great Client experience This is a managementlevel position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team The overall objective of this role is to drive the seamless delivery of customer service support to external clients able to support the growth of the CCB Business across Middle East Key Responsibilities Drive the strategy for Customer Service to deliver on client needs and ensuring alignment with Global Regional Cluster prioritiesLead Selfservice and Client Digitization agenda across the ClusterLead the engagement in designing the Service offering for future capabilitiesLead the overall Client Experience function with management of the servicing Client Service Analyst and Digital Client support for the region Partner with Client coverage product partners to drive Digitization and continuous improvement in Voice of Client scores Proactively lead the dialogue with existing and prospective Clients Drive standardization and productivity across the regionProvide the operational and strategic leadership to deliver a highquality service to Citi clients and all Internal stakeholdersImplement effective and appropriate governance structures resulting in a robust operational control environmentDeveloping relationships with key clients facilitating and leading onsite visits and ensuring timely and appropriate client communicationEnsure resources are aligned to support global regional business strategy and seamless delivery of servicesProactively identify and manage risks which may impact product service delivery to clients rapidly adapt to changes in the Client expectations Capability regulatory and compliance framework proactively raising selfidentified issues and addressing all issues completely and in a proactive manner through the drafting implementation and tracking of relevant Corrective Action Plans CAPs Extensively collaborate with Operations and Customer Service regionally and globally to evolve Client Service model to meet client expectations and enhancing the Service model selfservice digital being the key principles Continuously engage with other regional and global partners to ensure consistencyWork with Sales on ensuring Clients expectations are properly set and met through theManage an effective client feedback process device a clear action planLead effective delivery model for top clients and review the service delivery with the clients along with coverage partners Simplify and standardize processes to enrich and enhance client experienceLead the development of Omnichannel Client servicing strategy online email chat telephone etc Execute transformation on Client servicing infrastructureLead and execute Customer Service automation through applicationled simplification automation and massscale adoption of Robotics process automationEnsure compliance with applicable laws regulations and Citi policies and responsible for successful outcomes in all Internal Audit and other reviewsOversight of MCA process related to Client Experience area conduct a regular review of effectiveness of Process Risk Control structures defined in MCA Ensure delivery of financial budgets with a sustainable pipeline of productivity book of workAppropriately assess risk when business decisions are made demonstrating particular consideration for the firms reputation and safeguarding Citigroup its clients and assets by driving compliance with applicable laws rules and regulations adhering to Policy applying sound ethical judgment regarding personal behaviour conduct and business practices and escalating managing and reporting control issues with transparency as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards Drive and deliver on strategy including Digitisation Self Service MIFT reduction process optimisation to continually improve client experienceCapacity resource management to support the timely execution of the functional tasks and responsibilities of the unit s in accordance with SLA s and departmental operating and performance standardsIdentify develop and retain key talent on behalf of the overall business Manage the performance of the direct reports addressing poor performance sensitively and promptly and recognizing exceptional performance using the full range of supports within Citi Knowledge Experience Min of 10 years of Client Service Operations experiencePeople Management Leadership Identifying and building Service and Operations Centres of excellence which leverage best practices and disciplines from across the globeAbility to implement drive comply with all required controls governance policies Detailed understanding of the TTS CCB business Products and regional regulatory requirementsDemonstrable ability to interact with senior management and clients showing indepth knowledge of TTS CCBProven ability to meet new challenges assimilate new information and to influence people through maturity of approachFluent in English Competencies Skills Ability to develop strong professional relationshipsAbility to multitask and prioritizeProactive flexible and excellent interpersonal skills Excellent Team player ability to work in a dynamic environment Facilitator and enabler of changeAn advanced Customer Service mindset with skill to instil a client centric cultureProficient use of Microsoft ApplicationSuperior leadership talent management and team building skillsAn ability to drive and implement change and make informed decisionsExcellent ability to communicate at all levels verbal written Strong influencing and negotiation skills ability to build effective networks and relationshipsSuperior people leadership management skills with the ability to engage employees in relation to the future vision of the organizationExcellent organizational skills with the ability to work under pressure and prioritise within aggressive deadlines Education Bachelors University Degree Master s degree preferred Renault ID R21029843 Job Family Group Customer Service Job Family Institutional Customer Service Time Type Citi is an equal opportunity and affirmative action employer Qualified applicants will receive consideration without regard to their race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran Citigroup Inc and its subsidiaries Citi invite all qualified interested applicants to apply for career opportunities If you are a person with a disability and need a reasonable accommodation to use our search tools and or apply for a career opportunity review Accessibility at Citi View the EEO is the Law poster View the EEO is the Law Supplement View the EEO Policy Statement View the Pay Transparency Posting

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