Manager- CX Analytics & Reporting

Job Description

The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization:

• Implementing and formulating key customer engagement strategies based on aspects of customer life cycle in order to effectively manage and optimize the customer experience, build loyalty and ensure customer retention
• Drive customer experience measurement process, analysis and reporting including target setting based on continuous monitoring of customer feedback
• Lead Customer insight & Performance across the groups as well as drive enhancement programs.
• Implementing and formulating key customer engagement strategies based on aspects of customer life cycle in order to effectively manage and optimize the customer experience, build loyalty and ensure customer retention.
• Implementing and measuring service standards across all touch points of customers interactions across all segments, channels, products and transactional functions. The role holder will adopt a customer-friendly approach with adequate controls thus influencing improvement in customer satisfaction
• Developing and implementing approach to effectively manage customer data and insights from all sources and channels, ensuring that best practice customer analytics techniques are employed.
• Identify trends and areas for potential experience improvement and monitoring and reporting performance against customer experience KPIs and service levels.
• Examine customer experience related to PBG segments and CIB accounts
• Participate in cross-functional projects to enhance the customer experience of FAB customers
• Drive initiatives to enhance the customer experience and service excellence of GAB and guide business segments in implementing relevant changes and adopting robust process control
• Monitor PBG & CIB ( as relevant ) operations, report shortfalls and oversee the implementation of recommendations that ensure operational excellence
• Define the operating framework for the department and ensure compliance with internal quality standards
• Ensure all reports of the group are prepared in a timely and accurate manner and meet the groups policy and standards

Strategy Development and Implementation:

• Develop and direct the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission and corporate objectives.
• Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank.
• Ensure the provision of subject matter expertise for the assigned domain and provide counsel to FAB leadership on all related areas to facilitate the achievement of FAB strategy and functional strategies.
• Leads key Business process, e.g. rethinking/ redesigning of key PBG customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives
• Develops a roadmap for comprehensive redesign of acquisition and service processes
• Manages the full life cycle of project management including planning, execution and handovers

Leadership:

• Manage the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing and motivating team to maximise performance.
• Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements
• Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.
• Lead a team and manage their work streams and work plans towards execution of target milestones

Change Management:

• Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
• Proactively identifies and provides solutions for any strategic delivery risks and issues
• Defines and maintains list of initiatives, and cascades FAB-wide transformation initiatives as required
• Articulates and strategize transformation initiatives into an actionable roadmap across Businesses highlighted through customer feedback , or other key transformation initiatives
• Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group
• Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas

Reporting:

• Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.
• Package and present progress, next steps and challenges regarding projects to the management as and when required
• Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities
• Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)
• Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
• Proactively identifies and provides solutions for any strategic delivery risks and issues

QualificationsBachelors Degree5-7 years related work experience

Keyskills :

About Company

FAB, the UAE’s largest bank and one of the world’s largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the bank’s international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.