Team Leader.Client Experience and Conduct-Customer Service

Key Responsibilities:

• Team Management:
  • Lead, motivate, and manage a team of email support agents.
  • Allocate workload and monitor performance to ensure SLAs and KPIs are met.
  • Conduct regular team meetings, coaching, and performance reviews.
• Operational Excellence:
  • Ensure all customer emails are responded to within defined timelines and quality standards.
  • Monitor queues and prioritize tasks to maintain service efficiency.
  • Implement best practices for email communication and tone consistency.
• Quality & Compliance:
  • Maintain compliance with Mashreq Bank policies, regulatory requirements, and data security standards.
  • Conduct quality checks and audits on email responses to ensure accuracy and professionalism.
• Customer Experience:
  • Drive initiatives to enhance customer satisfaction and reduce response time.
  • Handle escalated cases and resolve complex queries promptly.
• Reporting & Analytics:
  • Prepare daily, weekly, and monthly reports on team performance, SLA adherence, and productivity.
  • Analyze trends and recommend process improvements.
• Collaboration:
  • Work closely with other support teams and departments to ensure seamless customer service.
  • Liaise with IT and process improvement teams for automation and efficiency enhancements.

Key Skills & Competencies:

• Strong leadership and people management skills.
• Excellent written communication and email etiquette.
• Ability to manage high-volume email queues effectively.
• Analytical mindset with proficiency in MS Excel and reporting tools.
• Knowledge of banking products and services (preferred).
• Problem-solving and decision-making abilities.