HEAD OF CUSTOMER EXPERIENCE & QUALITY ASSURANCE

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Job Description

JOB DESCRIPTION

Company Introduction

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

Job Purpose

As the Head of Customer Experience and Quality Assurance your role is to lead and drive business performance and ensure highest standards of sales quality and customer satisfaction for Wealth Advisory team by developing and executing a comprehensive customer experience strategy aligned with the organization’s overall goals and objectives. You will also establish key performance indicators (KPIs) to assess the success of customer experience initiatives and come up with data driven recommendations for improvement

Responsibilities

On a day to day basis, you will…

  • Develop and implement quality assurance processes to enhance sales effectiveness and customer satisfaction.
  • Work closely with training and development team to ensure continuous improvements through targeted coaching and training programs.
  • Champion the voice of the customer with the organization, influencing wealth product/service enhancements based on customer needs and preferences.
  • Effectively handle and resolve escalated customer issues, ensuring timely resolution and maintaining customer trust.
  • Identify, develop, and implement new business development strategies within the Wealth Advisory team.
  • Lead and oversee wealth management projects from initiation to completion and collaborate with cross functional teams to ensure project success.
  • Manage incentives schemes for the Wealth Advisory team to ensure accuracy, timely calculation, and distribution of incentives.
  • Generate and analyze MI reports to provide insights on strategic decision making and communicate MI finding to key stakeholders.
  • Comply with the letter, intent and spirit of the UAE banking laws, regulations and regulatory guidance. Promptly report any potential or actual breaches in accordance with ENBD policy and procedures.

To be successful in this role, you will need the following skills and experience…

  • At least 10 years’ experience in customer-facing roles within Retail and / or Private Banking 
  • Comprehensive knowledge of banking governance and regulatory requirements 
  • CISI Level 3 certification 
  • Advance data analytics and reporting capability 
  • Leadership and team management 
  • Bachelor’s degree.
Area
Dubai, AE