10 وظائف Receptionist Customer Care Executive في Kuwait

Job Purpose

Ensure the digital banking channels and platforms are in world class positions, reviewing requirements from digital and internal stakeholders. Ensure maximizing product performance, revenue and satisfaction.

Key Responsibilities & Accountabilities

• Act as a Product Owner in the development teams, designs customer journeys, ensures all requirements and priorities of the business are being reflected to implementation.
• Manages the Product Backlog.
• Demonstrate a forward thinking of successfully bringing next generation products, services and technologies to NBK customers.
• Work closely with all aspects of the business to gather insights with all stakeholders
• Ensure that users are able to adapt to new technology and optimal use of software to improve efficiency and effectiveness through the managing of training and practical support
• Marketing communication for customers announcements
• Assist in develop business cases, obtain approvals, monitor results and effectiveness of service delivery, and perform ongoing analysis as required
• Creating sales oriented digital banking solutions and looking for sales opportunities in the journeys starting from digital customer onboarding.
• Increasing awareness within the bank by coaching front liners effectively and providing them with the required tools for them to guide customers to use digital banking through internal training.
• Bringing new ideas, following up the latest trends and benchmarking services. Proactively monitor the market changes inside and outside the industry, and use these observations to think “outside the box”
• Monitoring mobile banking KPI and performance (active mobile users, penetration over customer base, performance of sales function etc.).
• Listens to customer needs and initiates bespoke mobile products that will cater to needs. In addition to listening to customers who started using other banks application to find the weaknesses points.
• Ensuring product and service suite is compliant with applicable banking laws and regulations (By co-operating with Legal, ISO, Risk and Compliance internal teams).
• Increase digital banking penetration ratio to drive customers out of branches to manage their banking needs digitally.
• Ensure all marketing communication is taken care of to ensure the correct exposure, announcements, promotions, increasing awareness, staff training is taking care of successfully in the most sufficient way.
• Has the overall responsibility for the delivery of multiple digital solutions across several large programs and agile teams, by ensuring consistency in the delivery approach through IT and Scrum Masters, and by growing the capability in people.
• Performs Product Owner role in the development squads. Manages the product development process and ensures the final product meets the needs of customers and stakeholders.
• Keep the backlog up to date and visible to everyone and prioritize items to maximize business value.
• Monitors the performance and adoption of digital banking products and services/ constantly improves the functionality and customer experience.

Educational Qualifications & Experience

• Graduate/Undergraduate in Business Administration or Computer Science or any other related business degree. Preferably with an MBA degree.
• 5+ years digital business, banking or consultancy field.
• Strong organizational, influence and communication skills.
• Strategic thinking along with solid execution skills.
• Strong understanding of technology and digitization and how it will continue to transform the retail and banking landscape.
• Direct digital experience across physical, on-line, e-commerce, mobile and virtual channels in a highly customer-oriented sector.