About the job
Location: Abu Dhabi
Job Description:
We are seeking an experienced and strategic-minded Customer Service Strategy Manager to join our team. The ideal candidate will have a proven track record in customer service management within the financial industry, with a strong emphasis on utilizing ticketing systems and integration to streamline processes. Additionally, the candidate should possess a framework-oriented approach to customer service management, coupled with a genuine care for enhancing the user experience.
Responsibilities:
Develop and implement comprehensive customer service strategies tailored to the unique needs and challenges of the financial industry, aimed at enhancing overall customer satisfaction and loyalty.
Utilize ticketing systems effectively to manage customer inquiries, issues, and escalations, ensuring timely resolution and adherence to regulatory requirements.
Lead the integration of various customer service tools and platforms within the financial services ecosystem to optimize workflow and efficiency, while maintaining data security and compliance.
Analyze customer service data and feedback specific to the financial industry to identify trends, areas for improvement, and opportunities for innovation.
Collaborate cross-functionally with other departments, such as compliance, risk management, and product development, to ensure alignment and cohesion in customer service initiatives.
Develop and maintain key performance indicators (KPIs) relevant to the financial industry to measure the effectiveness of customer service operations and regulatory compliance.
Provide leadership and guidance to the customer service team, fostering a culture of excellence, accountability, and continuous improvement within the unique regulatory framework of the financial industry.
Stay updated on industry-specific regulations, best practices, and emerging trends in customer service management within the financial services sector, and implement relevant strategies accordingly.
Act as a champion for the user experience, advocating for the needs and preferences of our customers in all decision-making processes, while ensuring compliance with industry regulations.
Act as a liaison between the customer service team and senior management, providing regular updates and reports on performance, regulatory compliance, challenges, and opportunities within the financial industry context.
Requirements:
Bachelor's degree in Business Administration, Finance, or a related field. Master's degree preferred.
Minimum of 3 years of experience in customer service management within the financial industry, preferably in a leadership role.
Proven experience in utilizing ticketing systems and integrating various customer service tools and platforms within the financial services ecosystem.
Strong analytical skills with the ability to interpret industry-specific data and regulatory requirements, and derive actionable insights.
Experienced with introducing AI tools into customer service process will be a plus.
Excellent communication and interpersonal skills, with the ability to effectively collaborate and influence across all levels of the organization, while adhering to regulatory guidelines.
Demonstrated framework thinking approach to customer service management, with the ability to develop and execute strategic initiatives within the regulatory framework of the financial industry.
Genuine care and empathy for the user experience, with a commitment to delivering exceptional customer service while maintaining regulatory compliance.
Strong organizational and project management skills, with the ability to prioritize and manage multiple tasks simultaneously within the dynamic and regulated environment of the financial industry.
Proactive and solutions-oriented mindset, with the ability to anticipate regulatory challenges and develop proactive solutions in collaboration with compliance and risk management teams.
Flexibility and adaptability to thrive in a fast-paced and highly regulated environment, while maintaining a focus on customer satisfaction and regulatory compliance.
Seniority Level: Managerial-Level
Job Functions: Customer Support
Industries : Information Technology
