Job Description

Scope: Customer Service Contract Duration: 6 months Location: Abu Dhabi 1 JOB PURPOSE To manage and service customer in the systems, understanding their needs and providing them with appropriate trainings, services and solutions to maintain and enhance a customer satisfaction and bank's digital index. 2 JOB ROLE Details below 2.1 Working Relationship To drive ownership towards implementation of system and process. Develop and manage customers to meet their needs andachieve the objectives of the bank in line with the digital enhancement, required standards and to contribute to the improvement of system penetration. 2.2 Requirements Elicitation and Analysis Provide periodic reports on migration of customers, transactions submission and digital Index adoption to the management. 2.3 Demand Management, Project Execution and Delivery Escalate any technical issues to relevant stake holders for fix (if any). Escalate back end set up related issues to TFO Support team for fix (if any). Escalate any gaps in solution for appropriate actions for relevant build of functionality. Assist in encouraging clients for ProTrade / FinTrade use (if requested) Assist in back-end ProTrade / FinTrade client set up's (if requested) Training the customer remotely or on site as required. Co-ordinate with IT on solving customer level channel related issues. Support the customer liaising with TFO for any transaction related queries or guidance. 2.4 Self-Management Adhere to all relevant organizational and departmental policies,processes, standard operating procedures and instructions so that the work is carried out to the required standard of service to customers and stakeholders Manage self in line with organizations people management procedures, processes and practices to ensure adherence and to maximize own contribution to business / project performance.