Client Care Manager

About Emirates NBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realize their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

About the Unit

ENBD Services TBO Client Care team handles Complaints, Queries, Requests raised through CRM, Emails and incoming calls from the Clients, RMs and Branches of the bank. Team also supports Business Stakeholders in managing outbound calling campaigns which could be proactive in nature or to promote any kind of Marketing initiatives.

Scope of activities include areas related to businessONLINE platform, Digital Onboarding, Trade Finance, Payments, Account Services and Cheques for both ENBD & EI segments.

About the role

• Oversee end-to-end Service processes for all in scope areas and ensure they are running smoothly and are following external and internal policies and procedures.
• Manage high quality delivery as per the defined and agreed SLAs.
• Help drive overall Service-Related Metrics by giving transparency to the stakeholders on complaints analytics.
• Manage key stakeholders within the Group.
• Live by and promote Services values across the organization.
• Drive Innovation and Critical Thinking within the team for continuous improvement.

What You'll Do:

Service Strategy

• Create Strategy Plan Start of the year
• Run it pass the stakeholders and leadership
• Run it pass through the Teams in the town halls

Stakeholder management

• Create strategy signoff by Key Stakeholders
• Regular monthly meets with the Stakeholders
• Update the stakeholders on Service Strategy status
• Regular Updates to the teams on the strategy status
• Prepare Service-Related slides including Analytics

Achievement of performance KPIs of net flows

• Manage the performance of the agents/AMs by setting performance objectives, reviewing employee’s performance against set objective periodically. Rewarding employees for successful achievement of goals. Responsible for leave management.
• Identify team’ knowledge and skill gaps and work with the learning and development team to develop their capabilities.
• Provide coaching, feedback and assistance to the team
• Manage the team’s activities to ensure overall performance.
• Identify proactively opportunities to improve the team’s performance and create action plans that drive results.
• Contribute to the implementation and administration of the process and procedures.

Service delivery

• Maintain relations with the stakeholders and update progress on agreed SLAs periodically.
• Drive process improvement initiatives and projects
• Identify potential attrite through early warning signal and adopt retention measures to retain key talent

Customer satisfaction

• Ensure ENBD’s Operating Model is applied in the team’s daily activity.
• Ensure employees concerns are addressed, and E-Sat targets are met.
• Analyze complaints’ root causes and trends and provide insight and recommendations for improvement.
• Work cross-functionally to identify obstacles to quality and streamline processes wherever possible.

Quality adherence

• Ensure high quality team performance
• Ensure high quality services are provided and are in line with company and the client’s policies, processes and procedures.
• Ensure proper quality control measures are in place and adhered to at all times.
• Ensure end-to-end processes are running smoothly and within given timelines
• Comply to information security and data privacy policies
• Ensure internal metrics are met to achieve high level customer satisfaction.

What We Are Looking For:

Educational Background:

• Minimum bachelor’s degree in any field

Skills / Work Experience

• Previous experience in leading a team in a banking process.
• Advanced problem-Solving skills
• Excellent Knowledge of MIS systems
• Excellent Knowledge of MS Office

Competencies

1. Customer-Centric Competencies

• Client Relationship Management: Ability to build and maintain strong relationships with retail and business banking clients.

• Customer Experience Orientation: Focus on delivering consistent, high-quality service across all touchpoints.

• Problem Solving: Quickly and effectively resolve client complaints or escalations.

2. Communication & Interpersonal Skills

• Effective Communication: Clear, concise verbal and written communication with both customers and internal teams.

• Empathy & Emotional Intelligence: Understand and manage client emotions to create a personalized service experience.

• Negotiation & Conflict Resolution: Manage difficult conversations and align outcomes with client expectations.

3. Operational & Technical Skills

• Banking Product Knowledge: Strong understanding of retail, SME, or corporate banking products and services.

• CRM & Digital Tools Proficiency: Hands-on experience with customer service tools, CRMs, or omnichannel platforms.

• Process & Policy Adherence: Ensure compliance with internal policies and regulatory guidelines.

4. Leadership & Team Management (if in a leadership role)

• Team Coaching & Development: Train, mentor, and motivate customer service representatives.

• Performance Management: Monitor KPIs, SLAs, and drive improvements in client servicing metrics.

• Cross-functional Collaboration: Work with product, operations, and compliance teams to solve systemic issues.

5. Analytical & Strategic Thinking

• Client Feedback Analysis: Interpret data from surveys, complaints, and feedback tools to improve service.

• Root Cause Analysis: Identify patterns in service failures and implement corrective measures.

• Continuous Improvement Mindset: Proactively recommend enhancements to service delivery.

What We Offer You

• Competitive salary package.
• Strong emphasis on work-life balance and employee wellbeing.
• Access to world-class Learning & Development platforms for career growth.
• Generous annual leave and comprehensive Private Healthcare coverage.
• Preferential banking facilities for employees.

Why Join Us

At Emirates NBD Services, we aim to be the employer of choice by helping you unlock your true potential through the right opportunities. We are reimagining the future of work to ensure every employee thrives in an environment that promotes growth, upskilling, and the development of digital skills. Our goal is to empower our employees to build meaningful careers with experiences that shape their future and contribute to Emirates NBD's success. Regardless of your background, location, or preferences, we want every employee to feel connected and engaged as part of the Emirates NBD team.