إنتهت صلاحية هذا الإعلان الوظيفي لقد إنتهت صلاحية هذا الإعلان الوظيفي و هو غير مفتوح حاليا لأي طلبات عمل.
إرفاق
وصف الوظيفة
JOB PURPOSE
• To manage and appraise the performance of ADCB’s property management solution, design transformation initiatives that encompass business process and technology levers and oversee customer experience and complaints management in order to achieve ADCP and ADCE’s strategy and ensure both are leading construction and property management businesses in the UAE.
ACCOUNTABILITIES
Cloud Vendor Management
• Define and agree service level agreements, monitor, track and provide feedback to the vendor on their performance against these to ensure their performance is as per the contractual obligations
• Own the end to end service uptime of the cloud solution by monitoring availability of the system, handling escalations, working with functional groups on corrective/preventive actions and liaising with vendor to ensure business disruption is minimal.
• Oversee the performance management and contract management for ongoing operations with the external vendor and other key stakeholders to ensure the interests of ADCP are appropriately presented and protected.
Customer Relationship Management
• Embed the ADCB service standards, monitor and measure service against these though NPS and Partnership Index scores in order to ensure continuous and consistent high quality customer service delivery in line with ADCB and industry standards
• Lead the complaints management team in the investigation of complaints and conducting of root cause analysis, liaising with internal teams on corrective measures to ensure full resolution of complaints and the continuous improvement in quality and efficiency.
Transformation and Change Initiatives
• Run change programmes to regularly review/reengineer processes in line with vendor solution enhancements and embed process changes in order to ensure systems and processes continuously meet the needs of customers and suppliers.
• Develop and implement a communication strategy, design and deliver education and training programmes for employees, landlords, contractors and consultants in order to maintain awareness and provide updates on changes/enhancements in order for them to make best use of the cloud solution available.
People Management
• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance.
• Manage the effective achievement of the team’s objectives through setting individual objectives, managing performance, developing the team and providing formal and informal feedback to maximize overall performance, engagement and motivation.
Budget Management
• Create business case and spend criteria for projects and manage approved capital expenditure budget to ensure projects are delivered within budgetary requirements.
• Contribute to the preparation of the business area’s budget and manage and monitor the financial performance against the budget so that areas of unsatisfactory performance are identified, rectified promptly and potential performance improvement opportunities are capitalized upon.
Policies, Processes, Systems and Procedures
• Recommend and implement improvements to departmental policies, procedures and processes covering all areas of activity so that all relevant procedural requirements are fulfilled while ensuring that ADCB delivers best-in-class services, products and innovation.
Continuous Improvement
• Identify opportunities to contribute to organizational and departmental change initiatives, programmes and projects taking into account best practice and standards in the business environment.
Customer Service
• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions.
المهارات
Minimum Experience
• At least 8 years of experience in the services industry, managing business services, customer relations and operations support with experience in implementing of large, complex projects or programmes
Minimum Qualifications
• Bachelor’s Degree in Finance, Operations, Strategy or Marketing
Professional Qualifications
• Real Estate, Lean Six Sigma, PMP, Prince Certification or Agile Scrum Certification
Knowledge and Skills
• Financial management/project budget management skills
• Analytical and problem solving skills
• Ability to take a long term/strategic perspective
• Ability to mentor, coach and effectively transfer expertise to others
• Ability to build a strong network and relationships at executive levels with business solutions
• Leadership, negotiation and conflict management skills
• Ability to impact and influence programme outcomes
تفاصيل الوظيفة
المرشح المفضل
نبذة عن الشركة
