Monitor business performance, ensuring exceptional quality standards, recommending strategies to continually improve business outcomes with superior customer experience and contributing to the enhancement of operational excellence, regulatory compliance, optimize customer interactions, and align our processes with industry best practices.Key Responsibilities:

• Responsible for quality control and new initiatives including call monitoring, to ensure quality standards are maintained within the Solutions Hub and execute quality control measures to optimize customer interactions and business processes by identifying and addressing process gaps
• Assist the management in various projects, provide data insights and manage strategic initiatives to drive positive outcomes.
• Responsible for capacity planning for the department ensuring, optimal allocation of resources at all times for maximum efficiency and productivity for catering to the service requests
• Analyze team Key Performance Indicators (KPIs) and execute strategies to achieve targets, emphasizing continuous improvement.
• Assess the efficiency of performance and daily activities of the retention team, identify areas for improvement, and contribute to the development of strategic initiatives to enhance retention
• Responsible for managing projects that align with quality and performance objectives, ensuring successful and timely completion across all systems.
• Coordinate with cross-functional teams to implement process enhancements and drive business performance.
• Ensure readiness of audit requirements at all times, ensuring compliance with bank regulations.
• Evaluate the teams adherence to established processes and regulatory guidelines, taking corrective action against violations.
• Analyze and resolve customer complaints and issues promptly, with an objective to prevent future occurrences of the same nature
• Carry out Quarterly visits to branches to meet the teams, assess daily activities, and ensure their alignment to the departments overall objectives.
• Ensure complete adherence of CPR regulations within Solutions Hub and strictly monitor all key regulatory guidelines to maintain a fully compliant environment and have a robust monitoring mechanism in place for TAT monitoring for all after sales services and ensure zero TAT breach.
• Ensure all activities related to regulations and controls are executed and reported in timely manner

Competencies/Skills

• Bachelors degree or equivalent in Business Administration/ Marketing /Banking/ Business information system.
• 3-4 years experience and above in Banking with exposure to Sales, marketing, Credit, Branches & Operation.

Dubai Islamic Bank