Customer Service

Employment:

Full Time

Job Purpose:• Establish and maintain good relationships with key potential corporate & commercial clients, and develop these into successful, ongoing business relationships in order to establish a basis for potential business. Principal Accountabilities:• Process renewals and new credit proposals with close coordination with RMs. Process excess and isolated requests for existing customers in timely & professional manner.• Analyse and evaluate information given by the customer such as project reports, feasibility reports, balance sheets, cash flows etc. to structure the credit lines, balancing the risk and reward. • Establish good liaison with HO, Credits, COD, (LBD & Loans) & TFC departments for affecting corporate customer transactions with in defined TAT.• Establish good liaison with customers for their day-to-day banking requirements and professionally manage security documentation requirements. • Affecting regular communication with customers about account status i.e. expiry of facilities and other matters.• Visiting customers with RMs, whenever required, for analyzing their business requirements. • Monitor development and progress of WBG Institutional Banking – Islamic Banking deals and ensure quick action in case of any adverse development. Service & Quality• Professional quality of credit proposals and internal / external communication• Preparing new credit proposals in line with the defined policies & procedures• Process excess and isolated requests for existing customers with in defined TAT.• Proficient dealing with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.People• Take active interest in self-development & competencies to hold higher responsibilities.Others• Develop competitor awareness to assess the extent to which the Bank’s products and services are competitive and to provide suitable feedback to Relationship Managers.

Requirements:Education and Experience:• Degree in Accounting, Finance, Economics, or Business Management/Administration• 2 to 3 years’ experience of Corporate/Commercial Banking in a capacity of corporate/commercial/SME relationship officer with at least one year exposure to Corporate/Commercial Banking in UAE.

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years. More

Employment:

Full Time

• Owns, establishes and upholds program governance mechanisms, frameworks, checklists, documents, internal team trackers, and shared drives that enable the team to deliver at scale. Proactively seeks out ways to improve internal team processes to reduce team effort and improve the quality of program delivery.• Owns tracking of program schedules, milestones and reporting out to leadership on the status of the roadmap and programs.• Assists the program manager in identifying, assessing and tracking programs’ risks and issues. Proactively works with the program manager to mitigate them.• Coordinates and drives program improvements experimentation and testing with the CS Ops teams.• Writes high quality communications and consolidates inputs for program status updates for leadership.• Contributes to or leads project management of small-scale CS Ops projects, with the support of the program manager.

• Demonstrated 2+ years of experience in project management.• Experience working in complex global organizations. Comfortable working in ambiguous and dynamic programs.• Excellent written and verbal communications skills with an ability to interact with all levels of the organization.• Bar-raising communication and stakeholder management skills. Track record of working with and managing senior program stakeholders.• Ability to take initiative even under unfamiliar or ambiguous circumstances – solid sense of accountability and sound personal judgement.• Advanced skills with MS Word and MS Excel. Experience with project or program management tracking and planning tools.• Previous experience in customer service operations.• Formal program and project management experience and related certification, such as, PMP, Agile, or PRINCE2.• Experience in process improvement or lean methodologies, such as, Six Sigma, Lean, or Kaizen

Since its inception, our singular focus has been to enable people to earn a better livelihood by bridging the gap between the immense talent from our 32 recruiting countries and placing them in meaningful positions in the thriving markets across Europe and the Middle East.

Established in 1973, with a legacy now spanning over four decades, GroupL has always maintained the best-in-class standards of training and placement. We started as an ethical workforce recruiter selecting, training, and placing labor for the Middle East. We have expanded over the past 8 years to a 360-degree recruitment agency working across several job roles, sectors, and countries.

For workforce recruitment, we take special pride in our training modules that are customizable to suit the unique requirements of the sector and the business.

Our global collaborations with various technical institutes enable us to train and assess the candidates’ technical and language skills before their selection.

For white-collar talent acquisition, we bring in our decades of experience to map capability to company culture and enable the right fitment of talent to the industry keeping in mind the requirements of the specific organization.

Our talent recruitment network spans 32 countries including Bhutan, Bangladesh, Cameroon, India, Nepal, Pakistan, Ghana, Philippines, Serbia, Sri Lanka, Uganda, United Arab Emirates, and Vietnam. More

Employment:

Full Time

Job Purpose:• Provide effective services to the Corporate, Commercial and Business Banking customers by acting as the key point of contact for enquiries and requests received through emails or from walk-in clients.Principal Accountabilities:Work Management• Establish good liaison with related departments for executing Corporate, Commercial, and Business Banking customer transactions within defined TAT. (Dependency on other depts. to be reduced and maximum queries to be resolved at service desk).• Ensure that all queries received at the Branch Service Desk are attended and handled effectively and efficiently. Provide necessary guidance/ advice to the customer after collecting information from various systems or unit.• Respond to emails received at the Service Support Desk within the agreed SLAs and ensure timelines are adhered to all times. For emails received after the cut-off, the same must be attended to on the next working day.• Comply with the laid down policies & procedures of the bank that includes the bank’s Data Security Framework for information exchange and customer handling.• Act as first point of contact in understanding customer’s requirements/inquiries; provide proper and full information that includes account statements, transaction advices, transaction status and any transaction related reports etc.• Receive original applications/documents from clients and process the requests as per the laid down procedures). • Original docs to be forwarded to the respective teams as per SOP.• Receive transaction requests / trade documents and scan/validate the applications for further processing by respective departments as per Standard Operating Procedures with necessary follow-up till end to end completion of transactions.• Maintain full custody of all original documents, with proper record for easy tracking and delivery of same to clients with proper acknowledgement and file as per procedure.• Providing outstanding statements for Trade and Bank account statements as per SOP based on customer request and authentication.• Work within the SLA and keep Customers informed of expected completion date and status and timelines for exceptions.• Ensure inter branch mail are forwarded using inter branch /Trade Finance mail registers / Empost, obtain acknowledgement and file as per procedure.• Responsible for recording, documentation and closure of queries and requests routed through the Service Desk.• Responsible for delivery of cheque books, safe keeping and physical balancing as per current SOP.• Responsible for delivery of Trade applications/documents, safe keeping and physical balancing as per current SOP.• Responsible for daily reconciliation of requests received with acknowledgement from units to which they have been routed.• Ensure customers are served within set SLA for customer handling.• Ensure timely archival of cheque book, cheque return and other reports.• Where applicable log all complaints received at the Service Desk on CRM for routing to the Complaints Handling Unit.• Remain fully updated on Bank’s policy and procedure, products / services to ensure prompt quality service to clients.People• Take active interest in self-development & competencies to hold higher responsibilities.• Proactively assist other team members and ensure that the day’s tasks are completed prior to the day’s closure.• Identify areas of self-development in line with the Bank’s competency guidelines, prepare and agree action plan in agreement with the supervisor.• Maintain the spirit of CODE by supporting the PBG & WBG teams and Back Office Units as and when required.

RequirementsEducation and Experience:• Graduate, preferably in commercially oriented discipline or Higher Secondary education with recognized diploma in Banking• 3 – 4 years of experience would be preferred.

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years. More

Employment:

Full Time

Job responsibilities:- Receive inbound calls from customers and prospects through voice, fax, e-mail and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call etc.- Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.- Provide high quality customer service by handling customer service requests as defined in the Call Center Operation Manual efficiently and accurately with relevant necessary documentation.- Provide first level support for all technical and functional queries related website and mobile application- Migrate customers to Alternative Distribution Channels including website and mobile application.- Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate.

Candidate Qualification:- University degree in any discipline from a reputable university.- 1-2 years work experience in the Customer Service functions – Excellent oral and written communication skills.- Must be computer literate.- Excellent command of the English language, Arabic is a definite plus.- Should be a team player with an aptitude for customer service.- Highly decisive.- Must be service oriented.- Candidate must be tactful and discrete when dealing with clients and must be able to handle confidential information.- Ability to work under pressure.

One of the leading “TPA” , Third Party Administrators in Medical Insurance ; a subsidiary of a fortune 20 Multi National Company , with extensive operation across GCC prospering over the last 18 years in facilitating our customers beyond their expectations in all services on par with global standards.

We are committed in ensuring to provide high quality , superior, innovative and cost-effective business solutions in the areas of healthcare and insurance services and embrace the good will of being one among the best leading TPA’s in this region serving over 50 insurance companies , in administering their multiple policies as well as catering to self-funded schemes with both international and local policies amidst our stake holders.

It is significant to share our accolades, that we serve more than 1.4 million members whilst administering over AED 4 billion worth of claims annually through a dedicated team of 700 + medical professionals in our talent pool from different parts of the world. We are partnered with a broad global network of over 4,000 health care providers in the region and always thrive to delight our customer through every service we provide remarkably.

We believe in attracting dynamic , focused , self-motivated , professionals with industry expertise to join hands with us to move forward in a journey, which promises growth and career establishment as per each one’s skills and potential. More

Employment:

Full Time

Position Title: Concierge ExecutiveEmployment Type: Full Time Salary: up to 7K AED all-inclusive depending on experience and qualifications Job Location: Sharjah, UAE About the Client: The client is a Sharjah based business formation group with proven track records on success and dedication to create a streamline the process of businesses structure that suits different client needs within UAE.Job Role: Proofread Entry Permits, Labor Contracts, Arabic translations, licenses and the like and ensure these documents are properly typed before releasing to the clientsGenerating and managing Incoming sales inquiries from different sources like Phone calls, emails, chats, walk-in clients, and referralsAchieving monthly sales targetsCRM management for conciergeIn-dept product knowledge and competition packagesCoordinating between PRO and different suppliers to facilitate clients’ requirementsAnalyzing market competition by conducting regular mystery shopping with free zones/ competitorsMaintaining high conversion ratesAssisting clients from initial inquiry, requirements to process services and visa related feesProviding straight forward, transparent, and accurate information related to the requirements of the clientPreparing reports as required and/or requested by the line manager

Requirements: Open to Arabic and English native speaker40 years old and below Bachelor’s Degree in any streamMinimum 2 years of work experience from any banking/finance institution and can assist clients on the process for opening bank accounts anywhere in the UAE Exceptional verbal communication and presentation skillsExcellent customer service skills Strong knowledge of sales principles, methods, practices, and techniquesSelf-motivated, with high energy and an engaging level of enthusiasmCan join immediately is a must

RTC-1 Employment Services is a licensed recruitment firm based in Dubai, UAE. Our team has been in the market since 2004 and we are supporting various industries with their staffing needs across the Middle East and Africa. More

Employment:

Full Time

Our client is one of UAE’s largest and most trusted business setup advisory firms whose registration professionals have helped over 44,000 aspiring entrepreneurs and SMEs grow their businesses in the UAE since its inception in 2010. They serve as a one-stop shop, from company registration with flexible payment plans, to offering value added services to help SMEs sustain and grow their businesses.They have an opportunity for an established industry professional to join them as Operations Manager in one of their newest entities based in SHARJAH. Industry experience in business setup / company formation in the UAE market is essential to be considered for this exciting opportunity.The Operations Manager will be responsible for the day-to-day operations, managing the Operations team and reporting to the General Manager. This is achieved through efficient and effective leadership and management of people and processes in Operations and ensuring that excellent standards are maintained and that the department continues to excel and progress.Your responsibilities will include:• Works with the General Manager to influence the creation and communication of team strategy, business priorities and targets for the department and ensures there are systems in place to enable team members to receive information in a timely manner• Oversees the day-to-day operations of the Department • Generates ideas about future plans to ensure a cutting-edge strategy; maintains up- to-date knowledge of the market, competitors and trends• Develop strategy and implement in Operations• In-charge of operations manpower planning• Takes a lead role in building a strong management culture with the team; spends time coaching team members, identifying skills and opportunities for development; provides advice and guidance when issues arise• Proactively manages and reviews the performance and progress of the team members, sets objectives and targets and develop individual training plans for the team• Coordinates, manages and monitors the workings of the team members• Ensures that Achievement Report / Timelines are met• Leads the team to develop a culture of continuous improvement• Communicates new rules to team members and senior management and participates in the implementation• Manages the employees which includes setting performance benchmarks, identifying areas of improvement and Annual Performance Evaluations• Conducts daily meetings with employees to discuss various issues in Operations department• Delivers personal Key Performance Indicators• Makes sure all urgent and daily tasks are assigned to team members• Visits the government department if required with the PRO to complete the task and update account manager if there are new rules/ laws introduced by the government• Resolves any issues with the labour and immigration department along with the PRO’s

Please do not apply if you do not have experience in business setup / company formation as this experience is essential for this role and your application would not be considered at this time, thank you.To be considered for this exciting role you will be:• Degree qualified in a relevant discipline• 5-8 years’ experience, of which 2-3 years must be within the business setup / company formation industry in the UAE• An expert in Freezone business setup within any UAE jurisdiction including all documentation and licensing / visa processes, procedures and government regulations • Experience and strong working knowledge of E-Channel is essential • Comfortable working within a fast-paced, target-driven and KPI focused environment• Fluent English and Arabic language skills are essential• Currently based in UAE, able to commute to SHARJAH office location• Conducts daily meetings with employees to discuss various issues in Operations department• Delivers personal Key Performance Indicators• Makes sure all urgent and daily tasks are assigned to team members• Visits the government department if required with the PRO to complete the task and update account manager if there are new rules/ laws introduced by the government• Resolves any issues with the labour and immigration department along with the PRO’s

Kershaw Leonard is committed to finding First Class people for its World Class Clients. Since our inauguration in September 1999, We have become well-respected specialists for all aspects of Human Resource Consultancy and Recruitment, and bring a standard of professional conduct (through the Recruitment Employment Confederation UK) to the industry here in the Middle East. Our qualified Consultants deliver a unique quality of service that is designed to meet the individual needs of both Candidates and Clients.

Our specialist recruitment divisions cover permanent, temporary and contract staff, and Executive Search, in the following sectors:

Senior Executives and Directors; Design; Engineering and Construction; Finance and Banking; Human Resources and Training; IT and Telecoms; Legal; Logistics and Supply Chain Management; Media; Office Management; Retail; Sales and Marketing and Secretarial and Business Support. More

Employment: Full Time

• Provide leadership to the Agent front line support team and back office escalation team, with accountability for ensuring the performance and output of each operational area.• Act as a main point of contact for support and escalations for Agents and customers; supporting a formal disputes/complaints process where Agents/customers are handled within an appropriate and reasonable timeframe.• Analyze escalation volumes and root causes. Meet regularly with Agent Support team to highlight issues with process, performance, tools and stakeholders expectations.• Support the team function to log and resolve all incoming complaints, both verbal and written, against set SLA’s.• Carry out complex investigative reviews across multiple departments and teams in order to identify root cause and solution to complaints; update knowledgebase, FAQ’s frequently to keep customers up to speed to answers to their questions/complaints.• Create and deliver high quality reporting and analysis on team performance and complaints information.• Conduct customer service surveys for Agent feedback for the purpose of continuous improvements in service delivery.• Ongoing communications/feedback with the Agent Network Manager on priority 1 Agent/customer cases and trending inquiries/complaints for enhanced management of Agents.• Build strong working relationships internally and with third-parties in order to discover root causes of complaints and escalations achieving satisfactory dispute resolutions.• Focus on continuous improvement across the department and the Company by reviewing and recommending improvements on all Customer Service and Operational based inquiries.• Develop and keep Agent Banking-related information up to date for Help/FAQ sections.• Schedule trainings (platform and products) for new agents, analyze post-training surveys and make decisions regarding training results.• Execute technical set-up preparations on agent premises during agent onboarding.

• Bachelor degree in Business Administration or similar area.• Minimum 2 years experience in a Customer Service, Complaints management or QA role is desirable.• Ability to communicate effectively (both written and verbal) and influencing skills are required.• Ability to examine and understand situations to understand the root cause and ultimately develop a successful resolution• Drive to champion improvements and work effectively as part of a team.• Experience of creating reports and data that can be used by Senior Managers to understand the performance and activity of teams.• Knowledge of CRM systems and business processes;• Demonstrated dedication and passion to customer satisfaction, a breadth of business and industry knowledge and the proven ability to work cross-functionally are essential in this role.• Collaborating and leading support teams on fast issue resolution and on customer expectations setting are critical success factors in this position.• Demonstrable understanding of and the ability to work with bank related technologies.• Ability to manage a team and drive the improvement and development of direct reports.• Ability to deal with escalated resolutions to solution and identify ownerships of issues.

We are a national group formed on the foundations of social responsibility and building the acquired value with hard work and quality of outputs that contribute to creating a fertile production environment for our esteemed customers so that they can present their work in accordance with standards of balanced performance that ensures continuity and reduces the expected risk. More

Employment: Full Time

Job Purpose:• Professional management & maintenance of Government Related Entities client relations, growing the GRE book for CBD.• Work done in coordination with team Head and Assistant Relationship Mangers/Relationship Officer.Principal Accountabilities:Work Management:• Manage, maintain and expend a portfolio of GREs.• Ensure risk intake is properly managed, optimizing returns, cross-sell and relationships are cultivated to maximize contributions to CBD in support of the team’s growth targets.• Identify, solicit and acquire new New to Bank clients in line with approved corporate strategies for Assets, Liabilities, Trade and Financial products to meet given sales targets.• Negotiate appropriate credit lines in conformity with the Bank’s underwriting standards and risk adjusted targets after thorough analysis of information necessary for the preparation of a detailed credit proposal, and execution for all kinds of securities (Asset, Shares and Bonds)• Seek credit-mitigating solutions to mitigate risk or improve RoE on client / transaction basis where applicable and have the ability to structure and arrange structured transactions.• Making regular visits to clients for both monitoring and business generation purposes. Such visits to be recorded by way of call reports which are to include all pertinent information in a timely manner.• Conduct account planning with Client Service Team Members & cross selling other products & services including introduction of investment portfolios to corporate clients to ensure multi-product relationship and greater Share of wallet.• Facilitating other lines of business in exploiting business opportunities through referrals.• Establish effective & professional communication (both internal and external) to ensure turnaround time within designated parameters and higher client satisfaction levels.• Ensure timely and accurate credit administrations through timely completion of annual reviews and regular monitoring of financials, financial covenants and other parameters within the review cycle.• Manage a team of Relationship Officers, set, agree and measure annual targets, provide professional advice, guidance, training & motivation to enhance their potential & capabilities to hold higher responsibilities, and conduct their performance reviews.• Comply with internal audit requirements in line with the policy guidelines, to ensure high standards of uniformity and consistency across the Bank.• Comply with and adhere to all relevant regulatory and Central Bank requirements and uphold the highest professional standards.• Keep abreast of developments in the local and regional business environment to spot business opportunities.• Contribute to the planning process in order to develop corporate business strategies.• Develop a strong level of contacts with the relevant target business and financial institutions community.

Requirements:Education and Experience:• Minimum Bachelor Degree in Economics or Finance or Business Management or Engineering.• 8 – 12 years of experience in Corporate banking with 4-5 years of exposure to Corporate Banking in the UAE, preferably from MNC Banks.• Commercial acumen and ability to prepare plans and strategies are essential.• The ability to forge close relationships with external constituents as a senior representative of the bank

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.
By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.
Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years. More