Customer Service Manager UAE Nationals

About the role

Emirates NBD is seeking a Customer Service Manager to lead its Priority Banking (PRB) service team in Dubai. The role focuses on delivering exceptional service to PRB customers, handling escalations, and ensuring compliance with bank policies while fostering a supportive environment for UAE nationals.

Key responsibilities

• Guide, coach and supervise Customer Service Representatives across PRB centres, handling queries via CRM, walk‑ins, email, phone and fax.
• Act as the first point of contact for service matters, resolve operational issues and support Relationship and Area Managers.
• Manage service escalations for PRB and non‑PRB branches, ensuring resolution within agreed turnaround times.
• Ensure adherence to bank processes, compliance, audit and operational control requirements.
• Review and verify non‑financial and financial customer requests such as account maintenance, credit‑card applications, cheque‑book and debit‑card requests, fixed deposits and telegraphic transfers.
• Monitor CSR performance against KPIs, sales targets, NPS/CSAT thresholds and service standards, escalating concerns when necessary.
• Conduct daily huddles, review pending CRM requests, monitor operational reports and control PRB stationery and documents.

Required profile

• Bachelor’s degree or graduate qualification, preferably in commerce or banking.
• 3–5 years of banking experience with exposure to customer service, operations or relationship management, preferably within the GCC.
• Working knowledge of banking systems, CRM and Microsoft Office applications.
• Experience supervising or managing a team, with strong communication and attention to detail.

Required skills

• CRM systems
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Word
• Banking systems