banking jobs in UAE 2023 | Emirates NBD Careers

   banking jobs in UAE 2023 | Emirates NBD Careers 

 Emirates NBD announced on its official Linkedin page a vacancy

Assistant Manager, Customer Experience Design

Emirates NBD

• Emirates NBD, the leading banking group in the Middle East, North Africa and Turkey region, was established on June 19, 1963.
• As of September 30, 2022, its total assets amounted to 721 billion dirhams (equivalent to approximately 196 billion US dollars).
• The acquisition of Denizbank represents a pioneering achievement for Emirates NBD, as the group has a presence in 13 countries and serves more than 17 million customers.
• Emirates NBD has been ranked among the first twenty names on Forbes magazine's annual list of "The World's Most Respected Companies", reserving a leading position among the elite global companies and institutions.
• The Group operates in the United Arab Emirates, Egypt, India, Turkey, Saudi Arabia, Singapore, the United Kingdom, Austria, Germany, Russia and Bahrain and has representative offices in China and Indonesia through its network of branches that includes 885 branches in addition to 4,113 ATMs and instant deposit machines.
• Emirates NBD is the leading financial services brand in the UAE, with a brand value of $3.7 billion.
• The Emirates NBD Group provides its services to individual, corporate, government and institutional clients and helps them achieve their financial goals by providing a range of banking products and services, including retail and corporate banking, institutional, Islamic, investment and private banking, asset management, global markets, treasury and brokerage operations.
• Emirates NBD currently employs more than 28,000 employees representing more than 70 different nationalities, making it one of the largest and most diversified employers in the country.
• As the most prominent national banking group, the Emirates NBD Group is an ambassador for the economic and social progress of the Emirates in the entire world.
• Emirates NBD has won many prestigious awards over the years.

Job Purpose

• You will assist in management of initiatives that are derived from large scale service and experience related programs such as Service council, Customer journeys, Mystery shopping and Service Innovation.
• Expertise in the general facilitating and planning of design workshops.
• Ability to structure ambiguous problems and define tasks needed to bring clarity.
• Build strong relationships based on trust, expertise and reliability with initiative sponsors as well as managers and team members across the organization.
• Build capabilities and change mind-set/behaviour of business managers/front line and support staff in terms of customer service and customer-centric approach, in order to ensure timely and sustained delivery of initiatives identified.

Key Accountabilities

• Assist in the generation of service improvement ideas through workshops.
• Conduct focus groups and “idea generation” forums across the organization to improve service.
• Assist in providing guidance and support in order to filter high impact ideas and initiatives Manage some initiatives that are the outcome of these sessions.
• Set up weekly/monthly update meetings and problem solving sessions within GCE
• Define problem statements, prioritizing issues and developing solutions with cross-functional teams.
• Create transparency on progress and updates – monitor progress.
• Emphasize on tracking and achievement of quantitative impact.
• Assist in the development of end to end Customer Journeys for segments / products the manager is tagged to.
• Manage tactical planning for initiatives identified for key Customer Experience initiatives and Customer Journey Mapping.
• Create transparency on progress and time lines through segment meeting updates.
• Implement services identified and agreed upon.
• Implement tracking mechanism to measuring proactive services impact and resulting savings.
• Liaise with product, operations and segment teams to ensure a robust process is in place to feed constant update and amendments.
• Review product/ service wise completion with business heads.
• Implementation of innovations identified as part of the strategic vision and long term goal of the Organization in terms of service and experience Innovation.
• Implementation of innovative ways to improve services offered to customers.
• Maintain an up to date repository of sms and EDM content in place and being used.
• Ensure all changes in design are adapted for all existing collaterals.

Knowledge, Skills and Experience

• Graduate in Marketing or Finance.
• Specialization in following areas is essential; Project Management, Operations, Process Improvements, Customer Service. Advanced level of negotiation, presentation, analytical and interpersonal competencies are pre-requisites.
• 6+ years banking experience specially in the areas like Project Management, Customer and Relationship Management, Business Dashboards and KPIs, Change Management and Innovation.
• Expertise in Banking and Financial Services.
• Banking Operations and Customer service delivery.
• Project management, planning and execution skills.
• Structured Problem Solving skills.
• Excellent analytical and communication/presentation skills.
• Excellent people management and senior stakeholder interaction skills.
• Ability to lead and manage complex managerial situations.
• Role Model in Leadership Capabilities.
• Excellent Team player.
• Willing to learn and adapt to changing situations/priorities.
• Excellent track record of Mentoring and Team development.

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