Overview
Workforce Management Lead Jobs in Dubai, United Arab Emirates at Emirates NBD
Title: Workforce Management Lead
Company: Emirates NBD
Location: Dubai, United Arab Emirates
Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.
At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.
We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.
Job Purpose
- Lead Workforce Management (EGY and KSA) to ensure delivery of SLAs and customer experience in optimal cost.
- Lead Dialer (EGY and KSA) team to maximize the contactability, sales conversion and cash collection.
- Develop long-term and short-term strategies on capacity planning, forecast, scheduling to minimize staff cost and meet target SLAs.
- Build effective dialer strategy to do efficient data base penetration, contactability to improve sales conversion and cash collection.
- Facilitate team to develop necessary knowledge and skills to perform the job role.
- Plan and organize the teamwork deliverables.
- Work in collaboration with COO International, Operations (EGY and KSA), Group IT and other internal and external functions.
- Lead strategic WFM Initiatives for iWD and forecasting.
Main Tasks
- Build effective capacity planning, forecast models and scheduling, intraday planning and real time management.
- Build effective dialer strategy to improve the contactability, RPC (Right Party Contact), P2P (Promise to Pay), Kept to Promise.
- Partner and collaborate with stakeholders to implement WFM and Dialer solutions to the new business units / process to manage both the cost, SLAs and customer experience effectively.
- Partner and collaborate with stakeholders to manage expectations and deliverables effectively, enhancing internal customer experience.
- Provide coaching, feedback and assistance to the team to improve the performance.
- Manage team performance by setting objectives, reviewing and rewarding performance.
- Contribute to driving initiatives to improve employee engagement within the Business Intelligence team.
- Ensuring team cross skilling is up to date and back up plans in place.
- Partner with Group to identity activities which impact workforce, incorporate in forecasting, scheduling and capacity planning.
- Present WFM statistics monthly to COO International, identifying opportunities for growth and productivity improvement.
Specifics
- Graduate or Postgraduate in Math, Science, Computer Science, Engineering, Business, Finance, or related discipline.
- Certification in COPC, WFM, Genesys, Verint WFM, Dialer across both Front and Back Office desirable.
- 10+ years’ experience in WFM preferably in a Banking BPO field with minimum of 6-8 years in a managerial role.
- Hands-on experience on Genesys, Verint WFM – front and back office.
- Hands-on experience in implementation of dialer strategy across Contact Centre, Telesales and Collection Business unit.
- Hands on experience on ACD AVAYA CMS, IQ tools.
- Advanced analytical, problem-solving and optimization capabilities.
- Agility and strong capability in leading change management.
- Effective stakeholder management, cross-functional collaboration.
- Excellent communication and stakeholder management, with ability to influence at senior levels.
- Effective leadership and time management skills with autonomous accountability and professional effectiveness.