Mashreq - Team Leader - Client Experience & Customer Service

Key Responsibilities:

Team Management:

- 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.