Manager – InterAct, Customer Contact Services - Abu Dhabi Commercial Bank - Abu Dhabi

Manager – InterAct, Customer Contact Services

Abu Dhabi Commercial Bank - Abu Dhabi

Job description

Job Purpose
 
Drives ownership and accountability in partnership with Department and Business Heads through complaint data analysis and service metrics.
 
Track and present Real-time issue trending of complaints and ensure that all recommendations on corrective and where appropriate preventative actions are documented to support the bank continuous improvement cycle.
 
Lead the Interact team handling customer feedback for all business groups bank-wide through the Interact Customer Communication Channel and  the Remedy - Interact system for complaints/suggestions and commendations; to ensure the defined service levels are maintained in terms of acknowledgement, escalation procedure, resolution times and customer satisfaction levels and all incoming customer information is recorded, investigated,  analysed and escalated to the respective business groups and support divisions.




Key Results

• Work in collaboration with internal stakeholders and partnership to reduce the No of complaints through root cause analysis and recommending proper corrective and preventitive action on complaint resolution.
• Define customer values and how to deliver greatest experience to customers through complaint data and regular interactions with customers.
• Monitoring and tracking of customer satisfaction and dissatisfaction for external customers.
• Implementing immediate/corrective action to resolve issues to customer’s satisfaction.
• Maintaining service recovery and thus customer loyalty for external customers
• Work with Management and Leader ship team on messages, reinforcing, recommendations for complaint resolution, as part of the bank overall 5 years strategy.
• Identify and track service metrics for customer complaints to improve satisfaction serivce level across the bank.
  

Main Tasks and Responsibilities

• Ensure all customer complaints are resolved in timely and professional manner in coordination with different group, divisional and departmental Heads of the bank and that customer satisfaction is obtained.
• Ensure that the InterAct Remedy system is updated daily and meets specified Quality Assurance target to ensure effective tracking of complaints until resolution.
• Prepare monthly Analysis and Root Cause Analysis of customers' complaints and present to MT.
• Produce recommendations to Senior Management highlighting Corrective Actions to stop complaints from recurring in the future and avoid potential problems.
• Administer and regularly enhance Remedy system, reporting routines as per business requirements.
• Analysis for Interact Communications Channel for Customers (External) Complaints
• Tracking of Customer Satisfaction/Dissatisfaction through Root Cause Analysis  to identify Corrective Actions
• Monitoring Service Recovery following resolution of complaints.
• Overall Resolution Time for total complaints received by InterAct Team ( 3 working days – 90% target) and Service Recovery following resolution of complaints received by InterAct Team ( 75% service recovery and 92% others for customer satisfaction)

Service Excellence

• Ensure the data input and the integrity of the Remedy -  InterAct system is fully  maintained to ISO 9001:2000  standards  and  ISO 10002 guidelines
• Maintaining optimum service level in terms of  complaint resolution, compliance to bank procedure & financial control
• Quality/Financial  Audit Compliance – Major/Minor Non-conformances & Observations
• Ensure the InterAct System and data compilation conforms to ISO 9001:2000 & 10002 requirements and that InterAct achieves satisfactory audit ratings and no non-conformances (Technical/Quality Audits).

 
Team Leadership and People Management

• Lead the overall daily activities and functions of the Interact Team handling average volume of 5000 complaints on monthly basis all across bank’s groups and departments.
• Maintaining optimum performance levels of team through effective manpower scheduling.
• Maintaining the Service Standards for behavior/attitude and customer service.
• Delegate and empower direct reports to lead and make decisions.
• Manage the overall operating efficiency of the Interact team, monitor their performance, assess their product/service knowledge on a regular basis, and arrange additional product/service training when necessary to ensure exemplary levels of customer service.
• Ensure optimum productivity by effective scheduling of Interact team to maintain service levels.

 
Business Contacts and Working Relationships

• Management Representative as part of the Quality Team – quarterly.
• Regular meetings and training sessions to Branch Customer Service Personnel, Commercial and Corporate Relationship managers, and Contact Centre agents on complaints handling and resolution.
• Promoting the Interact Customer Communication Channel.
• Coordinate and continuously meet with Segment, Department and Group Heads to ensure root causes are highlighted and corrective actions are implemented as part of the GBS service team.
  

UAEFTS  Payment Verification Call back 

• Manage the UAEFTS call back queue ensuring call backs are made promptly and in adherence to procedures for customer and transaction verification.
• Manage the overall operating efficiency of the call verification process within InterAct team ensuring proper controls in place.
• Coordinate with all payment process owners to ensure efficient process flow.

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