Service and Control Manager - Dubai
3 weeks ago
Job summary
The Service and Control Manager will support the country representatives in addressing channel experience issues meeting best in class standards and operating within regional and Global Regulatory frameworks.Establish a customer centric culture & strategy within the HBME Contact Center teams (offshore and onshore), including Contact Centre Calls and Conversational Banking services for both sales and services,
To have in place a proper Complaints Handling mechanism
Duties & Responsibilities: Working with project teams redesigning chat flows designs incorporating Gen AI capabilities Designing new
and optimizing existing end to end customer journeys Coordinate oversee work to meet objectives deadlines Ensure internal rules external regulatory requirements are adhered to Maintaining customer journey maps reviewing continuously improving existing journeys line ever changing customer demand available technology products services Work collaboratively cross functional teams within HSBC Value Streams Operations Digital Close working relationships Group teams third-party vendors Develop value adding relationships WPB Customer Experience GR Operations Implement initiatives for customer groups improve customer experience leveraging iNPS chat Bot operations Satisfaction service quality evaluation initiatives Coach Monitor service performance agreed standards Communicate findings stakeholders take necessary steps assist improving service gaps identified Ensure processes procedures reviewed line business requirements uploaded contact center repository iKnow Produce detailed analysis MI Complaint trends Senior Management Team monthly basis Ensure conversational banking bot journeys operating adherence regulatory requirements local Group Compliance modules Timely implementation recommendations made internal external auditors regulators Deliver fair outcomes customers ensure own conduct maintains orderly transparent operation financial markets
Job description
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