Partner with Nomo Fintech to create future-proof banking products with the customer at their core.
Join the teamWe take projects from conception to completion, keeping the customer experience at the heart of everything we do.
Our seamless digital experiences are built on holistic designs and empathetic research, helping businesses drive impactful change.
Service Delivery within Nomo Fintech is divided into four main areas: Service Management, End-User Compute & Agile delivery.
Our Quality Assurance vision is to develop a knowledge-driven and multi-skilled QA team that transcends traditional QA practices.
The People and Office Management vertical ensures that the business strategy is fulfilled and is a catalyst for mobilising the collective potential of the company.
The Finance Department of Nomo Fintech plays a critical role in managing the financial health and resources of the company.
The marketing vertical is to promote Nomo Bank and its partners’ suite of financial products and services
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Discover the key moments shaping Nomo Fintech's story, the challenges strengthening our core, and the innovations driving us confidently into the future of finance.
The project to build the world’s first fully digital international Islamic bank begins, and we start assembling a global team of experts from the worlds of tech and finance
Nomo Bank launches, having been built entirely remotely during the global pandemic, offering Sharia-compliant UK bank accounts to customers in Kuwait
Nomo Property Finance launches, giving customers the opportunity to receive finance for rental and residential properties in the UK
Nomo expands into the UAE through strategic partnerships with ADCB and Al Hilal, and the launch of ADCB | Nomo and Al Hilal | Nomo
Nomo becomes the first bank to offer digital payments using Apple Pay in Kuwait.
We take projects from conception to completion, keeping the customer experience at the heart of everything we do.
Flexible working
30 Days Annual Leave
Health insurance
Career development budget
Your choice of tech
Generous Individual Performance Bonus
Working from home budget
Private Medical Insurance
Ride to work scheme
Gym Membership Allowance
Mortgage advice
Life Assurance & Group Income Protection
We’re on a mission to create a new digital future for Islamic digital banking through the development of innovative, customer-centric products that give people more control over their money.
Data
Design
Operations
Dubai
Full-time
BLME: BLME (Bank of London and The Middle East) is a unique, award-winning Sharia-compliant digital banking and wealth proposition. Based in the heart of London and with an office in Dubai, BLME is one of the largest Islamic banks in Europe. BLME is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA). BLME is at an exciting stage in its development. Nomo Bank: Now incorporating Nomo Bank – the world’s first fully digital Sharia-compliant cross border banking platform, its Middle East customers can access, via the Nomo app, a range of innovative, cutting-edge products and international banking services. These include current accounts, fixed term deposits, property finance, multi-currency services and international transfers.
Lead the Bank’s frontline Customer Care Teams based in the Bank’s branch in the DIFC and in our outsourced customer service team Concentrix (Egypt). Ensure a consistently high level of customer service and customer experience is provided whilst adhering to the Bank’s procedures and policies at all times. Actively manage third party relationships, ensuring commercial terms and SLAs are consistently delivered.
You will be responsible for front line Customer Service and all related controls within this function.
• Manage all Customer Service related activities including complaints and incidents
• Monitor our Customer Service metrics (internal and external) to ensure that our teams are providing consistently high-quality service whilst meeting SLAs and quality requirements
• Ensure appropriate actions to address any areas of concern highlighted through the various streams of customer feedback managed within the team and driving continuous improvement across the board
• Manage the controls and risks of the Customer Service function
• Support the growth and development of the internal team
• Actively manage and oversee the 3rd party relationship with Concentrix:-
o Ensuring the team is kept to date with any changes
o Supporting close engagement and a ‘one team’ approach to service
o Ensuring Quality Assurance and Quality Controls are embedded and stringently met
o Ensuring appropriate service metrics are achieved, with oversight of invoicing / budget / credits, etc
o Look for opportunities to broaden the relationship and level of service.
• Develop and regularly produce relevant reports & MI to influence/support key business decisions
• Develop reporting MI and Dashboards to support adherence to Consumer Duty regulation.
• Identify areas where there is possibility of cutting costs
• Support the strategic direction and evolution of customer services to support the ambition of BLME and the rapid growth of Nomo bank. Understand how to scale support to growing customer numbers and needs
• Identify key areas of concern and share action plans to implement appropriate change as required
• Effectively support any incident management, always keeping customers at the forefront of activities
• Work closely with senior stakeholders and partners in the GCC
• Align with internal stakeholders to deliver strategic, tactical and marketing deliveries
• Report to Senior Management Committees as required and deputising for Senior Management where appropriate
• Provide excellent leadership, empowering your split-site team for high delivery and high performance.
• Always act in good faith towards customers, avoid causing foreseeable harm, and enable and support the Bank’s clients /customers to pursue their financial objectives. As related to your role, you should monitor, assess, understand and evidence how you are acting to deliver good outcomes to clients and customers as per the FCA’s Consumer Duty regulations
• Uphold the Bank’s PROUD values at all times.
• Experienced Customer Services manager/leader in the financial services sector (ideally with UK experience), able to work across multi-site operations, including 3rd party outsourced teams
• Exceptionally strong customer service orientation and commitment to delivery excellent customer service
• Fluency in Arabic and English is essential
• Commercially aware and thoughtful in approach and decision making
• Experience and gravitas operating across all levels of an organisation
• Excellent people management skills
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution abilities
• Ability to work in a fast-paced, team-oriented environment whilst maintaining attention to detail
• Proficiency in using customer service software and tools
• Numerate with Excel experience with good report writing skills
• Good time management and ability to manage across multiple tasks
• Problem solving – help create a culture of bringing solutions.