Job Position: Team Leader – Service Desk
Job Description: ADCB Abu Dhabi Commercial Bank – Abu Dhabi – 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 approve…see more details
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