Head of Telebanking

2 days ago

Muscat, Muscat, Oman National Bank of Oman Full time

Job Purpose:

To develop a sustainable strategy for the long-term functioning of the Call Centre and oversee the daily running and management of the center through the effective use of resources. Set customer service targets and plan areas of improvement or development. Ensure that service levels are met, and calls are answered by staff within agreed time scales and in an appropriate manner.

Key Tasks and Duties:

  • Manage the activities of assigned personnel and perform Managerial duties and exercises financial authority at the level established by management.
  • Develops a long-term strategy which is sustainable for the Call Center to ensure service delivery is commencement with the developments in the Bank.
  • Set and meet performance targets for speed, efficiency, sales and quality.
  • managing the daily running of the call center.
  • Liaise with team leaders, phone bankers and third parties to gather information and resolve issues.
  • Maintain up-to-date knowledge of industry developments and involvement in networks.
  • Monitor random calls to improve quality, minimise errors and track operative performance.
  • Coordinate staff recruitment, including writing vacancy advertisements and liaise with HR staff.
  • Review the performance of staff, identifying training needs and planning training sessions.
  • Record statistics, user rates and the performance levels of the center and preparing reports.
  • Handle the most complex customer complaints or enquiries.
  • Organize staffing, including shift patterns and the number of staff required to meet demand.
  • Coach, motivate and retain staff.
  • Forecast and analyse data against budget figures on a weekly and/or monthly basis. Job Description Page 2 of 3
  • Improve performance by raising efficiency and sourcing new equipment.

Qualifications:

Graduate with a degree in Communications/Customer Service or a similar qualification is required.

Experience:

At least 8-10 years' experience in customer services and sales in a banking environment with call center management expertise for at least 4-5 years.

#J-18808-Ljbffr

  • Telebanking Operations Manager

    2 days ago

    Muscat, Muscat, Oman National Bank of Oman Full time

    Job RequirementsQualifications:A Graduate degree in Communications/Customer Service or similar qualification is required.Experience:At least 8-10 years' experience in customer services and sales in a banking environment, with call centre management expertise for at least 4-5 years.Key Skills and Qualities:Excellent leadership and communication skills.Strong...

  • Head of Governance and Compliance Expert

    1 week ago

    Muscat, Muscat, Oman National Bank of Oman Full time

    Job Description:This role is responsible for ensuring effective governance, compliance, and operational excellence within the HR function. The Head of HR Governance, Risk & Compliance will oversee and manage all aspects of human resources-related risk and compliance within the organization.

  • Customer Service Director

    2 days ago

    Muscat, Muscat, Oman National Bank of Oman Full time

    Job DescriptionOverview:The National Bank of Oman is seeking a highly skilled and experienced Customer Service Director to lead its Telebanking operations. As a key member of the bank's management team, this role will be responsible for developing and implementing strategies to improve customer satisfaction and experience.Salary:Competitive salary package...

  • Head of HR Governance, Risk

    3 weeks ago

    Muscat, Muscat, Oman National Bank of Oman Full time

    Head of HR Governance, Risk & ComplianceJoin to apply for the Head of HR Governance, Risk & Compliance role at National Bank of Oman.The Head of HR Governance, Risk & Compliance is a senior role within HR Group, responsible for ensuring effective governance, compliance, and operational excellence within the HR function, overseeing and managing all aspects of...

  • FX Dealing Officer

    1 week ago

    Muscat, Muscat, Oman National Bank of Oman Full time

    Key ResponsibilitiesAs a key member of the dealing team, you will be responsible for managing foreign exchange customer/inter-bank cover and money market operations. This includes arranging special foreign exchange rates for branches and customers, performing cover operations, and maintaining currency balances in nostro accounts.Key Tasks:Arrange approval...

  • Financial Markets Dealer

    1 week ago

    Muscat, Muscat, Oman National Bank of Oman Full time

    Key Job ResponsibilitiesThe successful candidate will be responsible for managing foreign exchange customer/inter-bank cover and money market operations, including arranging special foreign exchange rates for branches and customers, performing cover operations, and maintaining currency balances in nostro accounts.Main Accountabilities:Arrange approval for...

  • Treasury Specialist

    1 week ago

    Muscat, Muscat, Oman National Bank of Oman Full time

    Job PurposeTo contribute to a dealing team's success in managing foreign exchange customer/inter-bank cover and money market operations. Key responsibilities include arranging special foreign exchange rates for branches and customers, performing cover operations within the Bank's dealing guidelines, and maintaining currency balances in nostro accounts.Key...

  • Currency Trader

    1 week ago

    Muscat, Muscat, Oman National Bank of Oman Full time

    Role and ResponsibilitiesWe are seeking an experienced Treasury Specialist to join our dealing team. The successful candidate will be responsible for managing foreign exchange customer/inter-bank cover and money market operations, including arranging special foreign exchange rates for branches and customers, performing cover operations, and maintaining...

  • Dealer - Treasury Dealing Room

    3 weeks ago

    Muscat, Muscat, Oman National Bank of Oman Full time

    Job Purpose:To act as part of a dealing team managing foreign exchange customer/inter-bank cover and money market operations and nostro actual and mirror account balances in the currencies desk allocated to him in terms of the dealing roster. To assist when needed, treasury Sales desk to interact with customers on their treasury/foreign exchange needs.Key...

  • Head of Customer Contact

    2 days ago

    Muscat, Muscat, Oman National Bank of Oman Full time

    About UsThe National Bank of Oman is a leading financial institution committed to delivering exceptional customer service and experiences. We strive to foster a culture of innovation, collaboration, and continuous improvement, empowering our employees to grow professionally and personally.

  • Finance Director

    2 weeks ago

    Muscat, Muscat, Oman Client of Bali Jobs Recruitment Full time

    Bachelor of Business Administration (Management)Nationality: Any NationalityVacancy: 1 VacancyPosition Level: Department HeadReports to: General ManagerOur client is an ultra-luxury resort, recognized globally as a leader in the hospitality industry. As the Finance Director, you will assist in preparing, in conjunction with the General Manager and other...