UAE National Graduate Development Programme _ Customer Service Unit Manager
HSBC
Abu Dhabi
Job Reference No:

Job id : 329
Job Requirement
Experience: Maximum 3 years
Qualification level: Bachelor Degree; Higher Diploma
Job Function: Banking
Age bracket: NA
Gender: Any
Salary: Minimum - AED 18,500
Career Level: Entry Level
Skillset: Bachelor Degree, Communication and leadership skills, Problem Solving Skills
Job Description

Al Tomouh Programme is an 18-month programme offering ‘on the job’ training experience for new and recent graduates.The programme focuses on providing participants with professional development opportunities and real-time tailored personal growth opportunities.

Whether you’re looking for a career as a fully-qualified accountant or as a business advisor to corporate customers, all our graduate routes have something in common: we are looking to bring out the best in you.

HSBC graduate careers provide specialist knowledge and development in specific areas of the Bank’s UAE operations, and whichever route you take, you’ll be sure to get your career off to a great start. We will work with you to understand your areas of interest and your aspirations and offer you opportunities in different departments.

All of the above will give you as a graduate the skills and experience to become a banking professional and truly maximise your potential.

Customer Service Unit Manager (Band 6)
Role Purpose
To develop and manage the customer service experience for customers at information counters. The role includes effectively managing the information counter team.
Job responsibilities
Impact on the Business 
·The first point of contact within the branch, effectively managing the large flow of PB customers and closely monitoring the OH journey across all areas in the branch..
·DBIRO: responsible for assisting the Business Information Risk Officer (BIRO) in the overseeing of the management of all Information Security Risk (ISR) policies, processes and projects within their respective line of business to ensure that proportionate and effective information security controls are established and maintained.
 
Customers / Stakeholders
 
·maximizing the level of referral activities
·Contribute to the effective training and development of staff under the Job holders control.
·To enhance the standards and efficiency of the personal banking.
·Providing information security guidance and advice to a broad range of internal customers
 
 Leadership & Teamwork
·Contribute towards the effective training and development of staff under the jobholder’s control
·To ensure a consistently high level of customer service
·coaching training band developing the staff
 
 Operational Effectiveness & Control
·         Safeguard the bank from potential loss
·         To maintain & enhance the operational standards and efficiency of the Personal Banking segment
·         To contribute to the effective management of Customer facilities
Major Challenges
 
The jobholder’s major challenge is being the first point of contact within the branch and effectively managing the substantial personal banking portfolio with a view to assisting in increasing the cross sale ratio. Increasing the self-service channel usage and working well on audit recommendations to avoid repeat comments. In order to ensure the smooth running of departments the job holder will act as a mentor to junior staff creativity is required in this high competitive pb market in order to identify opportunities to improve customer satisfaction and deepen customer relations to recruit new good quality business.
 
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