Manager - Service Center

·         To manage all Service Centre functions with a view of meeting/exceeding service levels and customer expectations. Ensure that all transactions are processed as per Compliance Rules and Regulations.

·         To conduct Service Quality checks and recommend improvement for External and Internal customers.

·         To formulate Service Level Agreements between various internal departments to ensure smooth processing of the work.

·         Effective monitoring of reports and escalation matrix wherever required.

·         Recommend improvements to departmental policy, implementation of procedures and controls covering all areas of the Service Center so that all relevant procedures/legislatives are fulfilled at all times

·         Automation of manual activities as much as possible for all transactions.

·         Conduct regular meeting with team to keep intact one team concept.

·         Service Levels of 90% or more to be achieved at all times.

·         Responsible for custodianship of securities pertaining to the Account Opening Area.

·         Carry out comprehensive root cause analysis and highlight to management for procedural changes and routines. Prepare and review strategic plans and process improvements for the customer service team.

·         Monitor the request flow from alternative channels and suggest improvements and changes accordingly.

·         Recommend steps to control and mitigate any negative feedback for the company.

·         Ensure adequate steps are taken to improve customer loyalty and thereby customer retention.

·         Ensure compliance with the approved policies, procedures, SLAs and regulatory requirements to maintain quality standards and ensure risk mitigation.

·         Coach, train and develop team skills by identifying training needs and assign appropriate learning platform to the team.

·         Review team performance and deliverables in line with the approved KPI’s to ensure meeting desired objectives.

·         Ensure all assigned tasks and projects are executed within the approved policies, procedures and SLAs of the department.

·         Incorporate and comply with the bank's core values especially the Customer First in your day today activities.

Bachelor’s Degree in Finance / Commerce

Minimum 6-8 years of work experience in a similar position/industry.

·Banking Products, Services and Operations Knowledge

·Customer Insights

·Customer Service Audit, Investigation and Service Recovery

·Customer Servicing/Relationship Management

·Home Finance Customer Life Cycle Management

·MIS Generation and Analytics

·Market and Competitive Intelligence

·Operational Risk Management

·Regulatory and Compliance Knowledge

·Sharia Principles of Islamic Finance