Customer Experience Data & Reporting Manager
National Bank Of Abu Dhabi
Total years of experience :22 years, 8 Months
Customer Experience - Managing all Data, Reporting, and Dashboards
• Participated in the implementation of the Customer Experience ‘end to end’ strategy across all touch points of NBAD’s customers interactions across all Business segments, channels, products and transactional functions.
• Key member in the delivery of the first NBAD Case Management System (CMS); a powerful platform in driving the quality of customer service & end to end experience through our business segments, channels, products and transactions.
• Strategically design and create the monthly Group-wide Customer Experience Management Dashboard (including Customer Satisfaction Results) through to implementation, in order to track service performance and internal ‘real time’ service performance measures at customer touch points across the bank.
• Perform products development, requirements analysis to deliver the monthly Products Dashboard.
• Perform and document procedures for data preparation including data cleaning, standardization and analysis.
• Prepare monthly, quarterly, and annual data reports for distribution, develop ad-hoc reports as necessary.
• Develop data collection and evaluation methodologies, including format design, project criteria and requirements, data compilation, relevancy and usage.
• Keep senior management informed by preparing reports on staff performance and measurement of performance for front line staff.
• Determine data needed to be collected and appropriate data resources across all channels in order to create the monthly Channels Dashboard.
• Provide regular reporting to senior management on progress and effectiveness of NBAD Customer Experience & Service Culture strategy with initiatives and activities.
• Ensure that critical workflows, user delivery and ongoing management of Case Management Solution (CMS) are applied across the bank.
• Work closely with all support channels on Service Quality related topics and coordinating efforts for the purpose of enhancing the service delivery standards at branches.
• Coordinate with other support units to ensure smooth flow of information and data for the purpose of maintaining up-to-date records. Filing, archiving, documenting and safe keeping of data, records and reports.
• Assist in setting up the service quality related KPI’s for staff at all channels and document these KPI’s. Quantifying the service delivery performance at various front line channels based on the KPI’s and balance score cards.
• Accomplish platform upgrades and improvements by supervising system programming.
• Develop and implement evaluation methodology related to various data programs (Qmatic, CMS, etc) to determine completeness and adequacy of data collection.
• Track the voice of our customers through various channels, social medias and present all the customers main concerns to the High Management and Service Quality.
• Maintain close working relationship with software vendors.
• Troubleshoot data submission errors and data error issues and maintain database results by setting and enforcing standards and controls.
• Ensure data integrity, consistency and timeliness throughout support units.
• Analyze key outputs of customer suggestions and present it to the concerned department.
Operational Risk Champion - Customer Experience:
• Develop business areas ORM plans in coordination with ORM.
• Coordinate implementation, update and continuous use of ORM tools.
• Seek Head of Department’s input to risk assessments (RSA and KRIs), ORAPs etc. and secure sign-offs.
• Coordinate BCM (Business Continuity Management) activities.
• Help staff at all levels in reporting operational risk incidents and losses, and get involved in addressing control breakdowns, while developing and enhancing a risk aware culture.
• Provide periodic reporting to ORM.
• Spread awareness of ORM in general and ORM tools.
• In case of any movement of ORC, notify DBD ORM and train nominated substitute to maintain continuity of ORM.
• Collective liaison with the SQM & HQ-CE and providing regular reporting to senior management on the progress and effectiveness of Customer Experience Enhancement initiatives and activities.
• Extracting all Service Quality related data and presenting on management dashboards.
• Preparing the monthly customer complaint / compliment management related reports.
• Reporting on the department’s development and the progress on each Service Quality related project on monthly basis.
• Coordinating with other support units and ensuring smooth flow of information and data for the purpose of maintaining up-to-date records.
• Filing, archiving, documenting and safe keeping of data, records and reports.
• Building the department presentations on all service quality related tasks and presenting adequately when needed.
• Quantifying the service delivery performance at various front line channels based on the KPI’s.
• Assisting Service Quality Manager in identifying department/units (incl. Branches), related best practices and service quality gaps.
• Close monitoring of the progress on these projects and reporting to management to ensure smooth operation.
• Implementing a Complaint-handling Process & ensuring that the process and objectives are established within NBAD.
• Ensuring that information about the complaints-handling process is communicated to staff, customers, complaints in an easy and accessible manner.
• Preparing a central log for recording customers’ complaints, suggestions and commendation.
• Implementing Customer Care Form to record customers’ feedback.
• Performing monthly analysis on the number of complaints received, time frame for solving a complaint, categories of complaints, etc.
• Developed questionnaires for customer's feedback & Customer Satisfaction surveys.
• Handling Mystery Shopper program for the Bank to ensure the best performance.
• Handling all customers’ complaints which have been received through Central Bank.
• Monitor Liability Certificate requests from customers.
Responsible for solving all customers problems, preparing the daily report which record all complaints received, actions taken and send it to the complaints manager .
Responsible for Customer Service through Call Center Department; Help the customers for all Banking inquires and applications; try to solving customer complaints;marketing & managing all kinds of banking products.
: Performing market research and studies; arranging for sales and maintenance contracts with companies like Qatar telecommunication company QTEL; solving customer complaints; Initiate and prepare small quotations and enquiries as requested by the customers with prior approval from Sales Manager; collect tender documents purchase orders;Check out the tender terms and conditions, closing date, tender bond requirements.
:. : Operating the GIS (Geographic Information System