Team Leader - Service Desk

To manage a team of service desk agents to ensure all post sale customer queries and complaints are resolved within agreed timelines and service standards

1.
Service Desk Management
Oversee the resolution of all post sales customer queries (mortgages, auto and smart loans) to ensure handled within agreed timelines and service quality standards
Review service failures and escalate to relevant business units to ensure resolved within agreed turnaround times and to the customers satisfaction
2.
People Management
Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance
Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems

3.
Policies, Processes, Systems and Procedures
Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders
4.
Continuous Improvement
Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the bank’s standards
5.
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

Minimum Experience
At least 3 – 4 years of experience in a customer service role
Minimum Qualifications
Bachelor’s Degree in relevant specialisation
Professional Qualifications
Knowledge and Skills
Negotiation skills
Written and spoken English
Planning, analytical and time management skills