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Team Leader - Service Desk

Abu Dhabi Commercial Bank

4 - 5 years Abu Dhabi - United Arab Emirates

Any Graduation. Any Nationality


, Posted on May 15, 2018 1 Opening

Job Description

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To manage a team of service desk agents to ensure all post sale customer queries and complaints are resolved within agreed timelines and service standards
1.
Service Desk Management
Oversee the resolution of all post sales customer queries (mortgages, auto and smart loans) to ensure handled within agreed timelines and service quality standards
Review service failures and escalate to relevant business units to ensure resolved within agreed turnaround times and to the customers satisfaction
2.
People Management
Manage self and team in line with ADCB s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance
Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems
3.
Policies, Processes, Systems and Procedures
Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders
4.
Continuous Improvement
Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the bank s standards
5.
Customer Service
Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank s required levels of service in all internal and external customer interactions


Industry Type : Banking / Financial Services / Broking
Functional Area : Helpdesk / Customer Service / Telecalling

Desired Candidate Profile


Minimum Experience
At least 3 4 years of experience in a customer service role
Minimum Qualifications
Bachelor s Degree in relevant specialisation
Professional Qualifications
Knowledge and Skills
Negotiation skills
Written and spoken English
Planning, analytical and time management skills

Keywords

Customer service Loans Analytical Service quality Continuous improvement Post sales Policies Service desk management Negotiation skills Quality standards

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Abu Dhabi Commercial Bank

Founded in the year 1985, Abu Dhabi Commercial Bank is a full-service commercial bank that offers a comprehensive range of products and services including private banking, corporate banking, commercial banking, retail banking, cash management, investment banking, wealth management, corporate finance , foreign exchange, Islamic products, interest rate and currency derivatives, property management services and project finance. Today, ADCB has more than 50 branches and cash offices in the United Arab Emirates and 300 ATM's spread throughout the UAE. The bank has two branches in India as well.



The Emiratization strategy chalked by ADCB has been rewarded with Best Emiratization Awards four times. The bank’s success is backed by the Emarati Academy, which is working to provide necessary knowledge and training to ensure that the high school and university graduates graduating from their institution are fully prepared for branch or departmental roles.



ADCB’s aim is to become the most valuable bank in the UAE. Towards this end, the bank has grown and its presence and has gone from strength to strength with more than 5000 employees. The bank is committed to bringing out the very best from each and every employee. It believes in assessing not just the employee’s performance on the basis of the results achieved but also on the basis of how these results are achieved.
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