Who are we?
CFI Financial Group is an award-winning trading provider, possessing more than 25 years of experience with multiple offices around the world including London, Larnaca, Beirut, Amman, Dubai, Kuwait, Port Louis, and others.
Check out more about CFI here: https://cfifinancial.com/en-ae/about-us
CFI is hiring! Make your mark in the online trading industry.
Are you looking to pursue a career in finance? Do you want to work with a dynamic and growing team in the exciting world of online trading and investing? If you answered yes, then we have some amazing opportunities for you!
Description:
The Regional Customer Service Manager is responsible for leading and directing overall service-related activities for CFI in MENA unionized customer function to ensure a customer centric focus is maintained across the organization.
Key Responsibilities:
Develop and maintain a healthy Customer Service Department:
- Inspires and aligns the organization to make the CFI strategies a reality.
- Ensure a technical expertise is always applied in the Customer service department.
- Build solid bench strength in the Customer service function.
- Act as an ambassador for CFI always and attend to customer needs in a professional, friendly and courteous manner.
- Ensure that a high level of professional rapport is developed and maintained with all customers.
- Proactively recommend areas for service improvement through targeted analysis of service incident and customer complaints.
Drive a Customer Centric Culture
- Ensure that the department is strictly following the Centre of Excellence (COE) guidelines and that it is properly implemented in all criteria.
- Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved.
- Formulate and communicate performance measures and voice of the customer to the higher management.
- Support the development of the Customer Excellence Strategy of CFI by primary market research, internal consulting, business analysis, and projects in all Customer service functions.
- Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved.
- Part of continuous improvement culture, the Regional Customer Service Manager should identify opportunities to enhance and improve operations processes and/or support systems in the area and communicate these to the relevant people in the business.
Process and Financials:
- Develop a culture of quality, service excellence (for internal customers), flexibility and cost consciousness.
- Ensure all strategies are executed with the four pillars (motivate people, customer at heart, loyal customers, and cost-efficient department).
- Develop, install and embed the continuous improvement culture within the department.
- Train and mentor the team members on contributing towards this vision.
- Support in development and implementation of business plans.
- Ensure successful implementations of new system applications for the customer Service department, managing risks and disruption to the business.
- Ensure Cost initiative are in place every quarter.
People Management
- Manage the Customer service Hub personnel to achieve and maintain agreed service level targets, ensuring adequate numbers of trained and qualified staff are available to meet workload.
- Identify training needs and opportunities to develop a highly skilled functional department.
- Manage the allocation of appropriate resources.
- Develop team spirit and multitasking capabilities within the team.
- Develop IKOs/KPIs with team members and monitor individual performance.
- Develop and maintain a motivated Customer service of competent leads and staff – ensure career path is implemented and visible.
- Ensure the personal development and succession planning of direct reports.
The success of the role is measured with the below Key Performance indicators:
- First time resolution
- Customer satisfaction score
- Team engagement
- Cost efficiency
Functional and technical competences:
- Digital savvy
- All communications tools such as Ziwom Zendesk, SAP, Salesforce, WAVE, Genesys, Hubspot etc..
- Deep knowledge of financial and regulatory environments
- Data analytics
- Expert in Excel, power point, etc…
Qualifications & Experience:
- BA in business management or alternative
- 5-10 years in managing Customer Service
- 2 years’ experience in Financial industry is a plus
- Experience in the GCC is a plus
Skills:
- Extensive management experience in a contact center environment.
- Past CX experience is a plus
- Business Agility
- Interpersonal skills
- Critical thinking
- Problem solving
- Business Acumen
- English (Full professional proficiency - Required)
- Arabic (Full professional proficiency - Required)
Why join CFI?
- We’re a fast-growing, multinational company
- Competitive salaries and benefits
- Work and learn with industry professions
- Supportive and collaborative environment
- Unlimited opportunities for growth and development
