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    Commercial Support Manager - Dubai, United Arab Emirates - Sunbulah Group

    Sunbulah Group
    Sunbulah Group Dubai, United Arab Emirates

    Found in: Talent AE A C2 - 5 days ago

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    Description
    Lead and manage a team of service staff toprovide first-level support to customer facing staff, takingresponsibility for CIBG customer maintenance and merchant accountopening requests in line with SLAs and agreed standards in order toachieve customer experienceobjectives
    Responsibilities
    Customer experiencemanagement
    Supervise and manage customer maintenancerequests, support customer inquiries/complaints, communicateservice metrics, monitor and analyze results and implement changes,and conduct periodic checks in order to meet/exceed customerexpectations and service standards and achieve quarterlyimprovement in NPS scores
    Ensure all RM sites areadequately covered by the support team, based on workload andrequirements from the front-end team to ensure SLAs, response timesand service standards are met
    Financial analysis andcredit evaluation
    Supervise and manage the team thatsupports RMs in gathering the required information anddocumentation in order to analyze clients' financialhealth and needs as well as their industries/markets on a regularbasis
    Under the supervision of Review Managers, supporttechnical operations in the system during the credit process (ex:raising memos and completing reviews) to ensure response times andother service metrics are met in line with valid SOPs andpolicies
    Sales support
    Use available data toeducate customers about access options and identify cross-sellingopportunities in order to deepen customer relationships and supportsales revenue generation for the bank

    Educating customerson the use of applications and digital channels, in line with thebank's strategy and objectives in order to increase theiruse.


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