Manager – Premium Call Centre (UAE Nationals Only)
Job role insights
Date posted
October 31, 2026
Hiring location
UAE
Quantity
1 person
Gender
Any
Description
The Manager - Premium Call Centre (UAE Nationals Only) vacancy is part of the Retail Banking - Premium Contact Centre function at Mashreq in the United Arab Emirates. The Manager will lead a premium contact-centre operation and improve the quality and efficiency of service delivered to priority banking customers. The role combines people management, performance oversight and service transformation, including the use of digital processes and self-service options where appropriate. The successful candidate will contribute to dependable delivery, accurate records and a professional experience for the customers and colleagues supported by the role.
Key Responsibilities
- Manage day-to-day premium contact-centre operations and ensure consistent service for the assigned customer segment.
- Set clear team expectations and monitor service quality, productivity, customer feedback and resolution performance.
- Coach employees, support capability development and address service or conduct issues promptly.
- Identify opportunities to digitise processes and expand effective self-service options for customers.
- Review escalations and performance trends, coordinating improvements with product, branch and operations teams.
Requirements and Qualifications
- The vacancy is restricted to UAE Nationals.
- Relevant experience in banking customer service or contact-centre operations is appropriate for this managerial role.
- The accessible job information does not specify a precise degree or minimum years-of-experience requirement.
Skills and Competencies
- Contact-centre leadership and service improvement
- Customer experience and complaint resolution
- Digital process awareness and performance management
Employment Details
Location: Ras Al Khaimah, United Arab Emirates. Employer: Mashreq. The vacancy is presented for the UAE market. Salary, benefits, contract duration, working schedule, reporting line and closing date are not specified in the accessible vacancy information and should be confirmed during the recruitment process. Applicants should review the eligibility conditions and any documents requested on the application page before submitting their details.
Skills
select-type
Full Time
Interested in this job?
45 days left to apply
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