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Preferred Candidate

Years of Experience:
10 - 12 yrs
Age Group:
32 - 48 yrs
IT Knowledge:
Operating System-Windows
Arabic: Fluent
English: Fluent

Ref.No: 3615 Date of Posting: 15-Jul-2013
Customer Enterprise Manager (CEM)-Kuwaiti National Bookmark and Share
Confidential Company
Job Description
A leading Kuwaiti Bank is looking forCustomer Enterprise Manager (CEM) as per the following details:
Reporting To: Chief Retail Banking Officer, GM

Purpose and Scope:
Understands and puts into practice the full customer experience dimensions across channels, interfaces, products, and services in order to champion a customer centric service excellence program. This program includes establishing and implementing service quality standards, training the customer service personnel on how to maintain and implement these standards, and establishing the measures for tracking the success of the quality program.

Key Responsibilities:
1. Oversees the business plan established for the CEM Dept. including monitoring service standards, rewarding and motivating staff, establishing a Complaint Management system and overseeing the budget of the functional area in order to meet business requirements.
2. Oversees and leads the CEM (Customer Executive Management)/Customer Resolution area in order to proactively enhance all relevant areas in the bank that directly and indirectly affect customer service standards.
3. Establishes a CEM/Complaint resolution standards or protocol in the bank in order to maintain high standards of service.
4. Communicates and upholds the CEM Standard to management within the bank starting with the Retail area, and moving onward to other relevant areas in order to inculcate total Quality Management and high level of services.
5. Supervises and ensures work flow in the CEM/Customer Resolution area in terms of determining priority and action plans to effectively meet customer’s expectation on high levels of service.
6. Trains Front line staff on customer service or other related area as part of the Orientation process to newly recruited staff to the bank, along with training staff in the concerned areas in order to improve the skills needed to perform their work, and arranges for formal and specialized training if needed.
7. Overseas the CSI (Customer Satisfaction Index)/MS (Mystery Shopping) Reports for the development of action, and rollout plans with relevant divisions on improvements directly needed for each area based on findings. Ensuring Customer expectations are being met on all levels.
8. Rewards, Builds Team work, and create a service culture in all interfaces, through the CEM dimensions.
9. Maintains the standards and protocols set for the Customer Resolution area in order to successfully incorporate cohesive customer Resolution practices.
10. Reports to management on the progress of work in the concerned areas and presents them with periodic reports for improvements on Products, processes, procedures that lead to enhanced customer service experienced by customers.
11. Sets goals and targets, introduces measurement tools for all channels in the bank to ensure Service levels are consistent and are achieved for rawer.
Degree Specifications
Graduate - BA in Business Administration
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