Head of Customer Care

3 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates ashiremena Full time

Abu Dhabi, United Arab Emirates Posted on 02/27/2025

Leadership and Team Management: Lead and support key customer experience verticals, including Retail, SME, Escalation, and VIP, ensuring the delivery of high-quality and personalized services.
Establish clear objectives, provide strategic direction, and cultivate a culture of excellence, innovation, ownership and accountability across the team. Collaborate with team members to define strategies, align on priorities, and drive critical initiatives while implementing mechanisms to manage risks and resolve challenges effectively.

Cross-Functional Collaboration: Partner closely with onboarding, operations, operational excellence, product, design and commercial teams to align customer experience goals with priorities and customer needs. Actively engage with key stakeholders to identify market trends, challenges, and opportunities, ensuring a proactive and customer-focused approach to solutions.

Drive Service Excellence: Drive the achievement of key performance indicators (KPIs) such as Customer Satisfaction (CSAT), First Response Time (FRT), Resolution Time (RT), Abandonment Rate, Average Handling Time (AHT), quality, and productivity metrics. Monitor team performance against service level agreements (SLAs) to ensure consistent and exceptional delivery of customer support. Advocate for innovative tools and system enhancements to improve efficiency and create a seamless customer journey.

Innovation and Continuous Improvement: Foster a culture of innovation by introducing cutting-edge technologies, including automation tools, and driving system enhancements that elevate the customer experience. Identify opportunities for process improvement and advocate solutions that prioritize customer needs and streamline operations.

Requirements

8+ years of experience in service delivery or operations management, ideally in mid-to-large scale environments within the payments, FinTech, or financial services industry.

Proven track record of managing large-scale service delivery teams, including call center operations for mid-to-large scale organizations, with a focus on KPI-driven performance and customer-first outcomes.

Hands-on experience working in fast-growth or scale-up organizations, particularly in the service domain.

Demonstrated experience managing service delivery via BPO organizations, ensuring alignment with company standards and customer expectations.

Exceptional skills in managing service for VIPs and high-value customers, with a proven ability to resolve complex escalations and ensure satisfaction.

Deep knowledge of modern Customer Servicing Management (CSM) and Customer Relationship Management (CRM) systems. Experience in the deployment and optimization of these systems is highly valued.

Strong project management and process improvement expertise, including experience with Lean, Six Sigma, or similar methodologies to drive operational efficiency.

Comprehensive understanding of account onboarding processes and the ability to optimize for compliance and customer satisfaction.

Strong analytical capabilities, with a data-driven approach to decision-making and a focus on continuous improvement.

A "customer-obsessed" mindset with a relentless focus on delivering superior service and customer retention.

Exceptional communication and stakeholder management skills, with the ability to interact effectively at all levels of the organization.

Fluency in English is mandatory, and bilingual or multilingual proficiency (Arabic preferred) is an advantage.

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