Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.
CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.
As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.
Job Purpose
Lead the Client Excellence and Service Delivery team to provide a high-quality and consistent service experience to Corporate and Institutional clients across Trade, Supply Chain Finance, Payments, Cash Management, Acquiring, Cards and other account services. The role is responsible for team performance, service quality, timely resolution of client enquiries and escalations, achievement of agreed services metrics, and driving digital adoption and self-service. The Team Leader will coach and develop the team, coordinate closely with internal stakeholders, identify opportunities for process improvement, and ensure delivery is aligned with CESD procedures, governance standards and the bank’s customer experience objectives.
Principle Accountabilities
Lead and manage team performance against agreed service measures including SLA, first-contact resolution, response times, quality and customer satisfaction
Provide oversight and direction on complex or high-priority client issues and ensure effective escalation and coordination with product, operations, IT, Risk, Digital and other relevant stakeholders
Coach and develop team members through regular feedback, cross training, knowledge sharing and performance management
Identify recurring service issues, customer friction and process gaps, and work with relevant stakeholders to implement sustainable improvements and increase digital/self-service adoption
Provide regular management reporting and insights on volumes, service performance, key client issues, risks and improvement initiatives
Ensure the team help to guide customers on digital completion of transactions on iBusiness, FCC, iServe and other TBG digital platforms
Ensure the team effectively identify between the different CBD segments and appropriately guide customers on how to be served based on their segments
Ensure the team help customers to update their registered contact details as required to ensure they can use the iServe platform
Comply with the Authentication agreement and policies and procedures of the Bank for information exchange and customer handling
Service & Quality
Maintain the spirit of CODE by supporting the IBG/CBG teams and Back Office Units as and when required.
Ensure proficient dealing with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.
Ensure the team log all complaints received from customers on the CRM for routing to the Complaints Handling Unit
Remain fully updated on Bank’s policy and procedure, products / services to ensure prompt quality service to clients.
Record all ideas and suggestion provided by customers on CRM for further analysis and action
RequirementsExperience and Qualifications
Graduate, preferably in commercially oriented discipline
MBA (or equivalent) would be beneficial
8–10 years of experience in operations, technology, product management or customer service would be preferred
Experience in managing teams
Skills Required
- Graduate degree, preferably in a commercially oriented discipline
- MBA or equivalent
- 8–10 years of experience in operations, technology, product management, or customer service
- Experience managing teams
Commercial Bank of Dubai Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Commercial Bank of Dubai and has not been reviewed or approved by Commercial Bank of Dubai.
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Strong & Reliable Incentives — Salaries and commissions are consistently paid on time, and annual performance bonuses are part of the package in many roles.
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Healthcare Strength — Medical insurance is listed among the standard employee benefits.
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Parental & Family Support — Perks include benefits for children and travel tickets for employees and their families.
Commercial Bank of Dubai Insights
What We Do
Commercial Bank of Dubai is one of the leading banks in the UAE, offering innovative and bespoke personal banking and business banking services, through state-of-the-art digital channels including mobile and online banking and through an extensive branch and ATM network. Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.
