Job Description

In line with the UAE Government’s strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success. We are looking to find the best UAEN talent to join our ENBD family.

As a Customer Service Manager at Emirates NBD, your role is to ensure exceptional service delivery and resolution of operational matters for Priority Banking customers. You will lead and coach Customer Service Representatives across mapped PRB centers, support service escalations, and ensure customer requests are handled within agreed turnaround times while maintaining compliance with bank policies and procedures.

Key Responsibilities:

• Guide, coach and supervise Customer Service Representatives in handling customer queries received through CRM, walk-ins, emails, phone calls, faxes and escalations.
• Act as the first point of contact for service matters in the PRB centre, resolving operational issues and supporting Relationship Managers and Area Managers on service-related matters.
• Manage service escalations across PRB and mapped non-PRB branches, ensuring customer queries and complaints are resolved within agreed turnaround times.
• Ensure CSRs follow bank processes, policies and SIM online guidelines, including compliance, audit and operational control requirements.
• Review and verify non-financial and financial customer requests, including account maintenance, account opening, 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 unacceptable behavior or performance concerns when required.
• Conduct daily huddles, review pending CRM service requests, monitor operational reports and ensure PRB stationery, documents and customer requests are properly controlled and actioned.

Skills and Experience

• Bachelor’s degree or graduate qualification in any discipline, preferably in commerce or banking.
• 3 to 5 years of experience in banking, with exposure to customer service, operations or relationship management, preferably within the GCC market.
• Working knowledge of banking systems, CRM and Microsoft Office applications, including Excel, PowerPoint and Word.
• Experience in supervising or managing team members, with strong communication, attention to detail, customer focus and achievement orientation.

There’s never been a better time to join Emirates NBD.

We’re one of the region’s most recognizable brands. We’re banking innovation leaders. We’re growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career. It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits.

At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities.