In line with the UAE Government’s strategy of empowering and developing nationals,
Emirates NBD Group is committed to welcoming the young generation into an innovative, modern, supportive work environment to contribute to the nation's success. We seek the best UAEN talents to join our ENBD family.
About the Role:
Manage a team of inbound contact center agents to deliver service excellence across voice and digital channels. The role is responsible for driving team performance, enhancing agent capabilities, resolving customer escalations, and ensuring operational compliance in alignment with the bank’s service values and standards.
What You'll Do:
- Drive agent performance through regular coaching and feedback.
- Identify and address underperformance in alignment with HR policies.
- Support new joiners for smooth integration into the team.
- Maintain high levels of team morale and engagement.
- Ensure timely and accurate service delivery in line with SLAs.
- Monitor adherence to operational procedures during customer interactions.
- Handle escalated customer complaints and ensure resolution with ownership.
- Conduct root cause analysis on complaints and feedback.
- Provide insights to improve customer satisfaction and agent performance.
- Ensure compliance with quality standards, bank policies, and procedures.
- Lead initiatives for continuous quality improvement.
- Uphold information security and data integrity in all operations.
- Maintain attrition levels within approved limits.
- Collaborate with the transformation team on process enhancements.
What You'll Need
- Minimum 2 years of experience in banking (Call Center or Sales).
- Proven ability to manage and uplift high-performing teams
- Strong communication, coaching, and conflict management skills
- Resilience, adaptability, and proactive mindset
- Bachelor’s degree in any field (preferred)
- Language proficiency in English and Arabic
- UAE National only
- Job location: RAK