Head of People & Culture Full-time Job

Responsibilities

Your role, reporting to the Head of Customer Experience, will involve several activities across the transformation programme:

Develop new talent acquisition strategies increasing the focus on servicing skills alongside technical skills.

Develop and embed a new framework for expected behaviours, differentiated by key role types.

Review and develop new training strategies and plans for key roles (induction and ongoing development)

Develop effective recognition and reward mechanisms for the best people in CX.

Establish new feedback mechanisms to achieve ‘Voice of the Customer through the Employee’ insights.

Embed Customer Experience Design & Design thinking in everything the bank does (digital delivery or manual processing)

Establish effective metrics and governance structure for ensuring that outcomes are achieved.

Leverage the ENBD values, culture, and knowledge to define the change programme required to shift people mindsets towards Customer experience.

Motivate Product and Policy units to think externally and Think Customer during Product and Policy design.

Define and design an innovative and gamified communication model that can be used enterprise-wide to drive the shift.

Drive superior Customer Experience through superior Employee Experience.

Leverage leaders as examples.

Requirements

To be successful in this critical role, you will need to call upon the following skills and experience:

Experience of having worked in similar culture-led change management programs, is critical.

Ability to work in a team-oriented environment and effectively influence and communicate across various business lines at different levels within the organization.

You should understand how to design Rewards and Recognition programs for top, middle and front office staff that will drive customer centric behaviour.

Strong ability to credibly interact with senior management.

Minimum of a bachelor’s degree in marketing, business, related field, or equivalent experience.

Strong knowledge of the customer service concept and its impact on customer relationships.

Proven track record of communicating effectively, individually and at scale, within organizations and with customer groups.

Strong managerial, analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills.

A minimum of 10 years proven leadership experience.

Emirates NBD (DFM: Emirates NBD) is a leading banking group in the MENAT (Middle East, North Africa and Turkey) region with a presence in 13 countries, serving over 17 million customers. As at 31st December 2022, total assets were AED 742 billion, (equivalent to approx. USD 202 billion). The Group has operations in the UAE, Egypt, India, Turkey, the Kingdom of Saudi Arabia, Singapore, the United Kingdom, Austria, Germany, Russia and Bahrain and representative offices in China and Indonesia with a total of 879 branches and 4,130 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.6 billion. Emirates NBD Group serves its customers (individuals, businesses, governments, and institutions) and helps them realise their financial objectives through a range of banking products and services including retail banking, corporate and institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. The Group is a key participant in the global digital banking industry with 97% of all financial transactions and requests conducted outside of its branches. The Group also operates Liv., the lifestyle digital bank by Emirates NBD, with close to half a million users, it continues to be the fastest-growing bank in the region.Emirates NBD contributes to the construction of a sustainable future as an active participant and supporter of the UAEs main development and sustainability initiatives, including financial wellness and the inclusion of people of determination. Emirates NBD is also an early supporter to Dubai Can sustainability initiative, a city-wide initiative aimed to reduce use of single-use plastic bottled water.