Service Quality & Client Experience - Team Leader
Citibank NA UAE
Total years of experience :20 years, 0 Months
Process Management
Mapping business requirements, coordinating in developing and implementing processes in line with the pre-set guidelines.
Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level and risk.
Developing and sustaining win-win relationship with internal and external customers.
Client Servicing
Supervising customer service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving issues, ensuring minimum TAT.
Assessing the customer feedback, evaluating areas of improvements & providing feedback.
Analyzing customer queries & preparing trend analysis to eliminate the repetitive queries.
Solving global escalation history.
Operations Management
Ensuring a high-quality customer experience, while adhering to the SLA’s and work processes.
Preparing MIS reports & other financial statements/reports with a view to apprise management of the process operations and assist in critical decision making processes.
Team Management
Implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members; monitoring performance & providing feedback on areas of improvement.
Attending training programs on technical and soft skills to enhance their operational efficiency leading to increased productivity.
• Responble to Monitor and Improve bankwide Service Quality to provide a remarkable experience to customers.
• To perform analysis on bankwide Complaints to findout Trend, Rootcause and Fix.
• Create monthly Quality Monitoring report and share with all the stakeholders.
• Provide feedback/Process improvement to Business and Operation to reduce TAT of Request/Complaints.
• Resposible for Maintaining/Reporting all service related KPI(Key Peformance Indicator) & KRI(Key Risk Indicator).
• Manage and Implement service related MCS (Minimum Control Standard).
• Prepare and report all Regional Service dashboards/MIS.
• Prepare and present monthly presentation on Complaints & Request to CEC (Customer Experience Commitee) chaired by CBM & COO.
• Reponsible for tracking all Action item from CEC meeting.
• Monitor daily complaints escalation report to achieve 90% closure of complaints within TAT.
• Reponsible for implementation of “Make It Remarkable” regional program bankwide.
• To review and improve all communcation sent to customers.
• Identify the root cause of complaints and liaise with concerned units to develop action plans.
• Perform quality checks and conduct quality assurance reviews of processes handled by staff within CS&Q.
• Review documentation and prepare the department for Internal and External Audit.
• Responsible for preparing daily bank wide ECCMS Escalation report.
• Responsible for Bank wide Complaints Regional MIS reporting.
• Managing TCS Team (CS&Q Outsourced)
• Preparing and managing Capacity plan for CS&Q.
• Responsible for Complaints Optimization Program for UAE.
• Responsible to prepare Presentation for Senior Management such as CRC (Complaints Review Committee), BRCC (Business Risk Control Committee), IISC (Investment & Insurance committee).
• Develop and implement quality management strategies and ensure they integrate with the departments goals
• Monitor performance of staff according to company standards and prepare feedback sheets.
• Establish and implement necessary communication strategy for the improvement and awareness of quality issues across all departments.
• Ensure processes are followed in accordance with compliance guidelines.
• Act as an independent MCA tester for the unit.
• Ensure process manuals and memos are updated at all times.
• Managed chargeback portfolio of Emirates National Bank of Dubai And Emirates Islamic Bank. \n• Handled queries from various third party member banks for Diners/VISA & MasterCard portfolios. \n• Effectively handled Representment and Pre-arbitrations for Visa/MasterCard. \n• Maintained monthly MIS of the functions of the unit in order to monitor its activity and give feedback on Chargeback cycle trends throughout the month to the manager. \n• Highlighted changes related to 3D Secure as well as EMV compliance to the business including implications due to liability shift etc. \n• Responsible for reviewing periodical reconciliation of chargeback suspense accounts and taking actions on outstanding entries \n• Effectively completed the task of reconciliation of backlog transactions from 2006 and MIS updation from 2008 \n• Drafted process manuals and streamlined process flows for Chargeback Unit and other departments associated with it. \n• Responsible for risk analysis and identified gaps in the current processes. \n• Involved in system automation in different portfolios and monitored system needs to fulfill clients’ requirements. \n• Active Team member in the Induction of new Banks associated with NBD. \n• Responsible for liaising with senior management in key business areas of card industry with respect to cards software implementation.
• Developed chargeback analysis ascertaining chargeback volumes and movements on a monthly basis including segregation by means of MCCs, Reason Codes and dispute groups.
• Revamped processes/Chargeback manuals and all designation memos.
• Maintained DCL (Document Control Log) & URC (Universal Retention Control) for Card Ops.
• Responsible for posting MRAA \[Merchant Deductions\] & Reconciliation of E-merchant accounts.
• Worked on aging in accounts receivable in order to meet FinCon and QAU requirements.
• Capacity Planning for Unit bearing in mind the additional resources required for the unit due to increasing portfolio.
• Ensured 100% implementation of the changes made by the member associations (MasterCard & VISA) within the processes.
• Active member in the launching team & UAT processes for “ECS +”, “ADS +” and in the upgrading of local system \[charger/ALIM\]
• Assisted manager in 100% monitoring of Risk Control Self-Assessment.
• Investigated and resolved MasterCard and VISA (international & local) claims, identifying root cause to apply effective and appropriate chargebacks and retrieval requests that generate strong client satisfaction levels.
• Handled all incoming and outgoing Pre-Arbitrations and Pre- Compliances.
• Looked after MNET disputes, International & local ATM disputes, Citishare claims, reward point cases & Posting all financial entries related with FRMU on credit card disputes.
• Reconciliation of General ledger accounts with system reports.
• Handled all documentation, reconciliation and compliance check-ups.
• Acted as MIS Coordinator and looked after Record Search for National Accountability Bureau Queries