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<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><ol><li><p>Provide executive and technical support to the Managing Director in daily business operations.</p></li><li><p>Coordinate road, infrastructure, utility, and civil construction projects from tender stage through project completion.</p></li><li><p>Prepare quotations, cost estimates, technical proposals, prequalification documents, and tender submissions.</p></li><li><p>Draft and manage professional emails, letters, reports, presentations, and meeting minutes.</p></li><li><p>Coordinate with clients, consultants, contractors, subcontractors, suppliers, and government authorities.</p></li><li><p>Monitor project schedules, milestones, approvals, procurement activities, and deliverables to ensure timely execution.</p></li><li><p>Track RFIs, material submittals, shop drawings, method statements, and project documentation.</p></li><li><p>Maintain an organized document control system for all project and corporate records.</p></li><li><p>Support procurement by obtaining quotations, comparing suppliers, preparing purchase requests, and following up on deliveries.</p></li><li><p>Assist in business development by identifying new opportunities, preparing capability statements, and following up with prospective clients.</p></li><li><p>Conduct market research and maintain a database of developers, consultants, contractors, and project leads across the UAE and GCC.</p></li><li><p>Prepare weekly and monthly management reports, project progress reports, and action trackers.</p></li><li><p>Coordinate meetings, record action items, and ensure timely follow-up with all stakeholders.</p></li><li><p>Use AI tools such as ChatGPT, Microsoft Copilot, and other productivity platforms to prepare documents, summarize technical information, analyze data, automate repetitive tasks, and improve operational efficiency.</p></li><li><p>Identify opportunities to implement AI and digital technologies that enhance productivity and business performance.</p></li><li><p>Handle confidential company information with the highest level of professionalism and integrity.</p></li><li><p>Perform additional assignments as directed by the Managing Director to support the company's strategic objectives.</p></li></ol></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><p>We are seeking a highly motivated, intelligent, and technology-driven Civil Engineering professional who can work directly with the Managing Director and contribute to the company's operational and strategic growth.</p><p><strong>The ideal candidate should have:</strong></p><ul><li><p>Bachelor's Degree or Diploma in Civil Engineering.</p></li><li><p>3–7 years of UAE experience in civil, road, infrastructure, or utility construction projects.</p></li><li><p>Strong knowledge of project coordination, construction documentation, tendering, procurement, and contract administration.</p></li><li><p>Excellent communication, presentation, and professional email writing skills.</p></li><li><p>Advanced proficiency in Microsoft Excel, Word, PowerPoint, and AutoCAD.</p></li><li><p>Practical experience using AI tools such as ChatGPT, Microsoft Copilot, or similar platforms to improve productivity and automate routine tasks.</p></li><li><p>Ability to prepare quotations, technical proposals, reports, meeting minutes, and project documentation with accuracy.</p></li><li><p>Strong analytical, organizational, and problem-solving skills with excellent attention to detail.</p></li><li><p>Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment.</p></li><li><p>Professional, trustworthy, and capable of handling confidential business information.</p></li><li><p>Self-motivated, proactive, and eager to learn new technologies and improve business processes.</p></li><li><p>Strong interpersonal skills with the ability to coordinate effectively with clients, consultants, suppliers, subcontractors, and internal teams.</p></li><li><p>UAE driving licence is preferred.</p></li><li><p>Immediate joiners or candidates with a short notice period will be given preference.</p></li></ul><p></p></section>

Job Title: Customer Experience & Call Center Supervisor Department: Customer Service / Customer Experience Direct Reporting To: General Manager Job Purpose To lead and supervise the Customer Service, Call Center, Customer Success, and Quality Operations functions, ensuring an excellent customer experience, efficient service delivery, accurate process execution, and achievement of customer satisfaction and operational KPIs. Key Responsibilities1. Team Leadership & Daily Operations Supervise and manage the daily activities of Customer Care, Call Center, Customer Success, and Operations Quality teams. Assign daily tasks and ensure proper workload distribution. Monitor team attendance, shift schedules, and operational compliance. Coach, train, and develop team members to improve performance. Conduct regular performance reviews and implement improvement plans. Ensure adherence to company policies, procedures, and service standards.2. Customer Experience Management Ensure high-quality customer service across all communication channels:Phone calls. Whats App. Email. CRM. Digital channels. Monitor customer satisfaction and identify improvement opportunities. Ensure customer complaints are handled and resolved within agreed timelines. Improve customer journey from first contact to after-sales support. Develop initiatives to increase customer retention and loyalty.3. Call Center Management Monitor inbound calls, response time, and service quality. Ensure all customer inquiries are properly handled and recorded. Monitor ticket creation, assignment, and closure. Review call quality and provide feedback to team members. Handle escalated customer cases and ensure timely resolution.4. CRM & Data Management Ensure accurate and timely CRM updates. Monitor customer records and interaction history. Ensure proper tracking of leads, opportunities, and customer requests. Coordinate with Sales to improve lead conversion performance. Ensure compliance with CRM procedures and data accuracy.5. Cross-Department Coordination Coordinate with Sales regarding customer leads and quotations. Coordinate with Warehouse regarding product availability and refill requests. Coordinate with Logistics and shipping companies to ensure delivery follow-up. Coordinate with Maintenance teams to resolve customer issues. Ensure smooth communication between departments.6. Reporting & Performance Monitoring Daily customer service reports. Team performance reports. Customer complaint reports. Response time reports. Customer satisfaction reports. Refill follow-up reports. Quality and operational audit reports. Authority & Decision-Making Assign tasks and priorities to team members. Monitor and evaluate team performance. Recommend process improvements. Escalate operational issues to the General Manager. Recommend training and development plans. Ensure corrective actions are implemented. Qualifications & Experience Bachelor’s degree in business administration, Customer Service, or related field preferred. Minimum 3–5 years of experience in customer service, call canter, or customer experience roles. Experience in CRM systems and customer management processes. Proven experience in team supervision and performance management. Strong analytical and reporting skills. Required Skills & Competencies Leadership and team management. Excellent communication skills. Customer-focused mindset. Problem-solving and decision-making abilities. Time management and prioritization. Ability to work under pressure. Process improvement skills. Strong reporting and analytical capabilities.

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <span><b>Job Summary</b> <br></span><p>Join Standard Chartered Bank as a Specialist within our Complaint Resolution Unit, where your expertise will be pivotal in managing and resolving customer complaints with utmost professionalism and efficiency. This role is designed for a dedicated individual who is committed to upholding the highest standards of integrity while ensuring compliance with regulatory policies governing complaint handling.</p><br><br> <p>As a key member of our customer service framework, you will conduct comprehensive investigations into customer grievances, working collaboratively across various internal departments to deliver fair resolutions. Your insights will drive improvements in our processes and contribute significantly to enhancing the overall customer experience banking with us.</p><br><br> <p>This position offers a unique opportunity to influence customer advocacy initiatives and participate in ongoing improvements within a global banking context, creating meaningful impact while developing your professional career within a diverse and supportive environment.</p><br><br><b>Key Responsibilities</b> <br><ul> <li>Efficiently manage and execute service operations that support customer requests initiated by front-end teams, ensuring seamless client experiences.</li> <li>Conduct customer feedback surveys and maintain accurate Management Information Systems (MIS) records for continuous monitoring and reporting.</li> <li>Document and categorise the spectrum of errors, issues, and complaints handled to facilitate pattern recognition and resolution tracking.</li> <li>Ensure all complaints are resolved within established turnaround times, maintaining transparency and accountability throughout the process.</li> <li>Collaborate actively with team members and cross-functional units to align complaint resolution efforts with organisational goals.</li> <li>Identify and articulate customer issues clearly, proposing effective solutions tailored to individual circumstances.</li> <li>Perform detailed root cause analysis to uncover systemic issues and recommend sustainable process improvements.</li> <li>Investigate complex customer complaints thoroughly, escalating when necessary, and coordinating with relevant stakeholders to reach timely resolutions.</li> <li>Communicate complaint outcomes clearly, empathetically, and professionally, ensuring customers feel heard and valued.</li> <li>Provide recommendations for service enhancements based on recurring concerns and customer insights to strengthen overall satisfaction.</li> <li>Maintain rigorous quality standards to support a culture of excellence in customer service and complaint management.</li> </ul><br><b>Skills and Experience</b> <br><ul> <li>Exceptional analytical skills with the ability to scrutinise complaint details and extract key information to inform effective resolution strategies.</li> <li>Excellent verbal and written communication skills to engage confidently with customers and internal teams, ensuring clarity and professionalism at all stages.</li> <li>In-depth knowledge of banking products and services, combined with a keen eagerness to stay updated with new offerings and regulations.</li> <li>Proven ability to manage sensitive and high-risk complaints with discretion and sound judgement.</li> <li>A robust customer-centric approach, demonstrating empathy and commitment to delivering superior service experiences.</li> <li>Strong attention to detail to ensure accurate logging, tracking, and reporting of complaints and their resolutions.</li> <li>Competence in complaint management systems and tools, facilitating efficient case handling and documentation.</li> <li>Creative and solution-oriented problem-solving skills to address challenges and improve complaint handling processes.</li> </ul><br><b>Qualifications</b> <br><p><strong><span>Ideal Candidate&nbsp;</span></strong><br><span>• &nbsp; &nbsp;A bachelor's degree/graduate is preferred.</span></p><br><br><b>About Standard Chartered</b> <br><p>We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.</p><br><br> <p>Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.</p><br><br> <p>Together we:</p><br><br> <ul> <li><b>Do the right thing</b>&nbsp;and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do</li> <li><b>Never settle,</b>&nbsp;continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well</li> <li><b>Are better together,</b>&nbsp;we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term</li> </ul><br><b>What we offer</b> <br><p><b>In line with our Fair Pay Charter,</b>&nbsp;we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.</p><br><br> <ul> <li><b>Core bank funding for retirement savings, medical and life insurance,</b>&nbsp;with flexible and voluntary benefits available in some locations.</li> <li><b>Time-off</b>&nbsp;including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.</li> <li><b>Flexible working</b>&nbsp;options based around home and office locations, with flexible working patterns.</li> <li><b>Proactive wellbeing support</b>&nbsp;through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills,&nbsp;global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits</li> <li><b>A continuous learning culture</b>&nbsp;to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.</li> <li><b>Being part of an inclusive and values driven organisation,</b>&nbsp;one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.</li> </ul><br> </div><h2 data-automation-id="subHeaderPreferredCandidate" class="h5"> Preferred candidate </h2> <div class="row is-m v-align-top t-small bg-mute"> <div class="col is-3 p5" data-automation-id="label_Nationality"> <b>Nationality</b> </div> <div class="col is-9 p5" data-automation-id="data_Nationality"> United Arab Emirates </div> </div>

<p>• Prepare and issue accurate freight quotations for sea export shipments based on customer inquiries. • Coordinate with shipping lines, co-loaders, and overseas agents to obtain competitive rates. • Ensure pricing aligns with company margin targets and operational feasibility. • Follow up on quotations to maximize conversion of leads into confirmed shipments. Proactively communicate with existing and potential customers to build and maintain strong business relationships. • Understand customer requirements thoroughly and offer tailored shipping solutions. • Promote value-added services to enhance profitability and customer satisfaction. • Ensure high levels of responsiveness and service quality at all times. Work closely with the operations and documentation teams to ensure smooth execution of confirmed shipments. • Communicate shipment details, rate agreements, and customer instructions clearly to all internal stakeholders. • Monitor shipment progress and provide proactive status updates to clients.</p><p>• Minimum 5 years of experience in sea export pricing and customer service within the shipping or freight forwarding industry. • Strong understanding of international trade practices and carrier rate structures • Familiarity with industry regulations, customs requirements, and shipping documents is advantageous. • Proficiency in Microsoft Office Suite and familiarity with tracking systems and documentation software.</p>

<p>• Prepare and issue accurate freight quotations for sea export shipments based on customer inquiries. • Coordinate with shipping lines, co-loaders, and overseas agents to obtain competitive rates. • Ensure pricing aligns with company margin targets and operational feasibility. • Follow up on quotations to maximize conversion of leads into confirmed shipments. Proactively communicate with existing and potential customers to build and maintain strong business relationships. • Understand customer requirements thoroughly and offer tailored shipping solutions. • Promote value-added services to enhance profitability and customer satisfaction. • Ensure high levels of responsiveness and service quality at all times. Work closely with the operations and documentation teams to ensure smooth execution of confirmed shipments. • Communicate shipment details, rate agreements, and customer instructions clearly to all internal stakeholders. • Monitor shipment progress and provide proactive status updates to clients.</p><p>• Minimum 5 years of experience in sea export pricing and customer service within the shipping or freight forwarding industry. • Strong understanding of international trade practices and carrier rate structures • Familiarity with industry regulations, customs requirements, and shipping documents is advantageous. • Proficiency in Microsoft Office Suite and familiarity with tracking systems and documentation software.</p>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <span><b>Job Summary</b> <br><span>We are seeking a client-focused <strong>TB (Transaction Banking) Client Service Account Manager</strong> to deliver an exceptional and consistent service experience for Corporate and Institutional Banking (CIB) clients across our network. The role is responsible for implementing client-specific service propositions, leading virtual client service teams, managing service escalations, driving service excellence, and strengthening client relationships through proactive engagement, service reviews, and continuous improvement initiatives. The successful candidate will work closely with Sales, Product, Operations, and Functional Partner teams to enhance client satisfaction, identify service opportunities, and support business growth.</span><br><b>Key Responsibilities</b> <br> <span><strong>Strategy</strong></span> </span><ul> <li><span>Support delivery of the <strong>Corporate and Institutional Banking (CIB)</strong> and <strong>Transaction Banking (TB)</strong> strategy by ensuring client servicing standards are consistently met or exceeded.</span></li> <li><span>Build a strong understanding of business priorities and client expectations to enhance service delivery outcomes.</span></li> </ul> <span><strong>Business</strong></span> <ul> <li><span>Serve as the primary escalation point for critical client service issues, coordinating resolution with internal stakeholders.</span></li> <li><span>Ensure recurring client service issues are escalated and addressed through appropriate governance and client experience forums.</span></li> <li><span>Contribute to strategic initiatives, service transformation projects, and client experience programmes.</span></li> <li><span>Build trusted client relationships throughout the service lifecycle and identify opportunities for cross-selling relevant solutions.</span></li> </ul> <br> <br> <span><strong>Processes</strong></span> <ul> <li><span>Monitor, track, and resolve client service issues through structured service management practices.</span></li> <li><span>Participate in regular service review meetings and ensure agreed actions are completed.</span></li> <li><span>Maintain accurate client service issue logs and drive timely resolution of identified concerns.</span></li> <li><span>Strengthen collaboration across Coverage, Sales, Product, Operations, and Functional Partner teams to improve service outcomes.</span></li> <li><span>Capture and share client service insights, service review outcomes, and remediation actions with relevant stakeholders.</span></li> <li><span>Ensure client complaints are logged and managed in line with the Bank's Complaints Policy.</span></li> <li><span>Leverage available reporting tools and client experience dashboards to identify trends, address root causes, and improve service performance.</span></li> <li><span>Promote best practices, knowledge sharing, continuous improvement, and professional development across the service organisation</span></li> </ul> <br> <br> <span><strong>Risk Management</strong></span> <ul> <li><span>Maintain full compliance with the <strong>Transaction Banking (TB)</strong> operational risk and governance framework.</span></li> <li><span>Promote risk awareness and effective control practices across client service teams.</span></li> <li><span>Ensure adherence to regulatory requirements, internal policies, and procedures while helping prevent operational and regulatory risks.</span></li> </ul> <span><strong>Governance</strong></span> <ul> <li><span>Complete all mandatory learning requirements in accordance with Bank policy.</span></li> <li><span>Support effective governance, oversight, and control arrangements across the business.</span></li> <li><span>Maintain awareness of the regulatory environment and requirements relevant to the role.</span></li> </ul> <span><strong>Regulatory &amp; Business Conduct</strong></span> <ul> <li><span>Demonstrate the highest standards of ethical behaviour and conduct.</span></li> <li><span>Ensure compliance with all applicable laws, regulations, policies, and the Group Code of Conduct.</span></li> <li><span>Proactively identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.</span></li> </ul> <br> <br><p><strong><span>Key stakeholders</span></strong></p><br><br> <ul> <li><span>Team Leader, Cash Client Services</span></li> <li><span>Cluster Lead, Cash Client Service</span></li> <li><span>Regional Lead, Cash Client Service</span></li> <li><span>Cash Service Managers (Onshore and Offshore)</span></li> <li><span>Relationship Managers (RMs) and Global Account Managers (GAMs)</span></li> <li><span>TB Product and Sales Managers</span></li> <li><span>Regional Client Service Managers</span></li> <li><span>Client Managers</span></li> <li><span>Risk Managers</span></li> <li><span>Cash Operations Teams</span></li> <li><span>Technology Managers</span></li> <li><span>Financial Crime Compliance (FCC)</span></li> <li><span>Financial Markets Teams</span></li> <li><span>External Clients</span></li> </ul><br><b>Skills and Experience</b> <br><ul> <li><span>Conduct Management</span></li> <li><span>Risk Management and Internal Controls (<strong>SIF</strong>)</span></li> <li><span>People Management</span></li> <li><span>Business Strategy and Business Model (<strong>SIF</strong>)</span></li> <li><span>Market Knowledge</span></li> <li><span>Product and Process Expertise</span></li> <li><span>Business Partnering and Stakeholder Management</span></li> <li><span>Strong client relationship and service management capabilities</span></li> <li><span>Ability to lead cross-functional collaboration and drive issue resolution</span></li> </ul><br><b>Qualifications</b> <br><ul> <li><span>Bachelor's degree in Banking, Finance, or a related discipline preferred.</span></li> <li><span><strong>Experience</strong> in banking or a similar financial services environment.</span></li> <li><span>Experience in Client Service and Cash Products is advantageous.</span></li> <li><span>Risk and <strong>Anti-Money Laundering (AML)</strong> certification as required by Bank policy.</span></li> <li><span>Strong English and/or relevant local language proficiency.</span></li> </ul><br><b>About Standard Chartered</b> <br><p>We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.</p><br><br> <p>Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.</p><br><br> <p>Together we:</p><br><br> <ul> <li><b>Do the right thing</b>&nbsp;and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do</li> <li><b>Never settle,</b>&nbsp;continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well</li> <li><b>Are better together,</b>&nbsp;we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term</li> </ul><br><b>What we offer</b> <br><p><b>In line with our Fair Pay Charter,</b>&nbsp;we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.</p><br><br> <ul> <li><b>Core bank funding for retirement savings, medical and life insurance,</b>&nbsp;with flexible and voluntary benefits available in some locations.</li> <li><b>Time-off</b>&nbsp;including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.</li> <li><b>Flexible working</b>&nbsp;options based around home and office locations, with flexible working patterns.</li> <li><b>Proactive wellbeing support</b>&nbsp;through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills,&nbsp;global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits</li> <li><b>A continuous learning culture</b>&nbsp;to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.</li> <li><b>Being part of an inclusive and values driven organisation,</b>&nbsp;one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.</li> </ul><br> </div>