Senior Officer- Contact Centre Technology First Abu Dhabi Bank FAB

Specific Job Accountability
Draft business requirements and change requests
Design new processes and features within the channels
Track daily transactions performed over the channels and monitor fulfilment
Resolve customer complaints within TAT specified
Action non-fulfilled requirements or monitor for fulfilment as agreed with SLA and agreed service standards
Tackle technical of business teething problems/bugs during UAT or post implementation
Perform channel User Acceptance Test (UAT), prepare Business Requirement Document (BRD)
Review Functional Service Document (FSD), Technical Architecture
Design UAT scenarios and UAT test execution cases and what if situation arises and plan for change requests and plan for resolution closely with IT department for fulfilment
Enhance Customer Relationship Management (CRM) solution for the Bank Call Centre
To supervise Team on productivity standards, Quality Assurance and meet Turnaround time.
To prepare Standard Operational Procedures (SOPs)
Prepare MIS, meet performance standards and overall Teams achievements
To establish relationship with clients, senior management and working closely across all departments
To proof GL accounts and reconcile Internal service provider accounts
To broadcast SMS and Emails for the Bank and take ownership in co-ordination with marketing department.
Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.
Authorised to take decisions as per the approved authorisation matrix.