Associate Director – Onboarding

Job Description

<strong>Job Description<br><br></strong>Under Market Development sector, CR&amp;M is responsible to ensure seamless customer journey and to create a customer centric organisation to ensure ADGM meets its growth ambitions.<br><br>CR&amp;M divison has 4 teams, namely:<br><ul><li> Onboarding </li><li> Relationship management </li><li> Analytics &amp; Continous Improvement </li><li> Customer Contact Centre <br><br></li></ul>Under the Onboarding team, the incumbent shall be responsible for managing and converting a portfolio of assigned opportunities into customers by ensuring a seamless onboarding experience for both financial and non-financial customers. They shall provide necessary support and guidance to customers throughout the onboarding process, and oversee the end-to-end process to ensure timely and high-quality delivery of all services. By establishing positive relationships with potential customers, they increase conversion rates and customer satisfaction, while reducing the burden of client-related follow-ups for other stakeholders, thereby improving overall efficiency.<br><br>The Job descriptions includes following key responsibilities:<br><ul><li> Develop &amp; implement comprehensive onboarding process for new customers, including creation of standard operating procedures </li><li> Responsible to support, handhold and manage the customers in their onboarding journey by collaborating with authorities &amp; external stakeholders </li><li> Provide guidance to clients regarding the process including documentation &amp; walkthroughs </li><li> Act as single point of contact for the customers queries and complaints to ensure adequate resolution and proactively follow up with authorities throughout their registration, incorporation, set up and operations stages </li><li> Establish and monitor (KPIs) to measure the success of the onboarding process and overall customer satisfaction. </li><li> Monitor the team performance &amp; ensuring high conversion rate, higher customer satisfaction levels, and responsible for managing related KPIs </li><li> Escalate SLA breaches across the customer journey and constantly monitor customer satisfaction </li><li> Support various aspects of onboarding processes including but not limited to banking, real estate and visa, ensuring the customer is at the forefront of the process <br><br></li></ul>Generic Accountabilities<br><br>Operational Plans<br><ul><li> Develop consistent and realistic long- and short-term operational plans for the sector in line with the defined objectives and manage the implementation of these plans and achieve established service levels. <br><br></li></ul>People Development<br><ul><li> Creates an environment where team members consistently drive to improve performance </li><li> Manages team with full accountability for achieving overall agreed objectives </li><li> Create an environment of accountability, motivation, professional growth and high productivity </li><li> Build team and capabilities to achieve success in the market place. <br><br></li></ul>Information Security related<br><ul><li> Understand, adopt, adhere and practice responsibilities or controls as per ADGM Information Security policy and as per best practices explained in the induction and awareness sessions. </li><li> Confidentiality, Integrity and availability of the ADGM Information shall be maintained at all times i.e. within as well as outside ADGM. <br><br></li></ul>Education:<br><ul><li> Bachelor’s degree or equivalent <br><br></li></ul>Work Experience<br><ul><li> 14+ years of relevant experience in CRM and relevant experience in business set-up <br><br></li></ul>Skills Needed:<br><ul><li> Supervisory/management experience in stakeholder management, onboarding customers </li><li> Decision-making and leadership skills </li><li> Creativity and problem-solving skills </li><li> Excellent written and verbal communication skills </li><li> Proficient with a CRM platform</li></ul>