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Manager- Culture and Service Performance

Client of Manpower Middle East

Posted on August 8, 2018

12 - 13 years United Arab Emirates - United Arab Emirates

Any Nationality

Opening 01

Job Description

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Manage culture building programs across specific areas of the organization in line with overall service vision and strategy e.g. Customer Service Month.
Build capabilities and change mind-set/behavior of business managers/front line and support staff in terms of Service Culture, TOP service model.
Work with senior manager to provide guidance in research and coordination with partners across various industries focusing on international trends in overall culture building initiative and activities
Implementation of long term strategic view of the Culture and service performance unit, laying down culture focused standards in line with service charter and international best practices.
Responsible for managing CRM Governance for the entire organization including the governance policy booklet, SR Creation/Deletion/modification and CRM dashboards. Reviewing and managing on ongoing basis the framework of CRM including Siebel. Approval of SRs and related changes as well as authorizing the modifications if needed in the processes related to CRM
Manage the development of dashboards specific to business units-creating transparency across the organization on VoC and other key indicators through dashboard
Manage the automation of dashboards and scoreboards, coordinating with various stakeholders and IT to ensure timely delivery
Manage the problem solving, hypothesis development and recommendations that would enhance overall service framework across the entire organization.
End to end implementation of the Knowledge Management function. Specifically to design, implement and sustain the portal that will be utilized by internal and external stakeholders.
Main Task
Manage the activities for developing and sustaining culture related program
Conduct focus groups and idea generation forums across the organization to improve sustainability
Handle issues and debottleneck obstacles
Generation of service improvement ideas through customer days, customer service months and culture trainings
Implementation of improvements
Filter high impact ideas and initiatives
Set up weekly/monthly update meetings and problem solving session with GCE
Conduct problem solving in structured proven method
Define problem statements, prioritizing issues and developing solutions with cross-functional teams
Create transparency on progress and have regular updates
Manage the unification of KPIs based on agreements
Engage key stakeholders such as HR, Business Performance, FIN and other support units along with Business to agree on One Vision and objective for Service
Implementation of the service KPIs against aspirations as mentioned in Service Charter
Liaise with IT and external vendors (if needed) to develop online Service Dashboards
Development of knowledge bank by involving all key stakeholders and senior leadership from Business and Support units.
Ensure compliance and Risk adherence
Manage the online development with IT and Vendors (if needed)
Liaise with L & D HR, Products/GOPS and other support units to make it robust in terms of features/benefits and knowledge checks
Implement the CRM enhancements that results in efficiencies and improved customer Experience
Develop Segmented TAT for request and complaints aligned to segments overall strategy and value proposition
Development a mechanism to regularly monitor the effectiveness of training and initiatives
Lead the development of Online Training programs to ensure refreshers are don in time
Manage TOP experiences portal
TOP winners identification
TOP event
TOP Club
Manage the roll out of CSM
Liaise with units to on board them to CSM
Align on the CSM theme
Align on roll out plan
Align on success criterion for each unit
Align on rewards and recognition
Align on marketing and communication
Performance Measures
Documented training materials, training plans and sustainability initiatives
Number of trainings conducted
Staff trained, staff certified
Impact on service scores
Documented framework/process to gather input
Number of initiatives identified through feedback and I puts
Prioritized list of action items and initiative owners
Frequency and structure of feedback/input sessions
Quality of Root cause analysis along with Best Practice Sharing
Unified KPIs for Service and Customer Experience across the entire organization
Monthly update of dashboard and scorecards (Service)
Syndication and alignment by Business/Support units on KPIs
Readiness of online dashboard
Update frequency
User friendliness
Number of Products and services updated online with key features/benefits and information
Monthly CRM Dashboard released for the organization
Number of initiatives implemented as a result of Root Cause Analysis from CRM monthly updates and meetings
Standardization of process for SR Creation/Deletion and modification
Training Yield
Post training effectiveness
Training content creation
Continuous improvement in Training Methodology and Outcomes
Increase appreciations from internal and external customers
Development of TOP service focused culture with continuous improvement in service rendered
Improvement in staff related CSAT
1-2 Customer service months held in the organization
Participation of front and back offices
Improvement in Customer CSAT
Key Results
Build a robust mechanism of culture focused trainings and initiatives working with all units across the organization
Build a robust mechanism of feedback and input gathering on customer days, culture and service training related areas frim all units across the organization
Specific action plans and initiatives based on feedback and inputs from CMU and monthly CRM meeting-ongoing basis-Root caused analysis and recommendation
Dashboards and KPIs in place specific to Business/Support unit
Online dashboard and framework for transparency across the organization on Service
Knowledge Bank
CRM Governance
Customer Service Academy
TOP Club
Customer Service Month
Person Specification
Graduate in Marketing or Finance
Specialization in following areas is essential; Operations, Process, Improvements, Customer Service. Advanced level of negotiation, presentation, analytical and interpersonal competencies are pre-requisites
12+ years banking experience specially in the areas like Project Management, Customer and Relationship Management, Business Dashboards and KPIs, Change management and innovation
Knowledge and Skills
Expertise in Banking and Financial Services
Banking Operations and Customer Service Delivery
Project management, planning and execution skills
Structured problem solving skills

IT - Software Services


Desired Candidate Profile


CRM Project management Financial services Change management E-learning Relationship management Analytical Automation Continuous improvement Siebel


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Client of Manpower Middle East

ManpowerGroup is a leading global name in innovative workforce solutions and caters to the human resource requirements of both small and large organizations across various industries. Founded in 1948, ManpowerGroup has expanded its reach from one office to a strong international network of 3, 500 of fices in 80 countries. The company involves working with over 400,000 clients and 304 million associates every year and assists them in increasing the productivity of their businesses by providing them with human resource and services like training & development, recruitment & assessment, career management and workforce consulting.

The company has a vision to be a leader in the creation and delivery of innovative workforce solutions and services. The Group cares about its people and offers them various opportunities to develop their careers through proper training and planning.

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