The future of Operations is here! Group IT and Tanfeeth collaborate to create the first-of-its kind Service Resolution Team

In November 2021, at the tail end of CX Month, Group IT and Tanfeeth leadership teams including Abdulla Qassem - Group Chief Operating Officer, Emirates NBD, Maryam Bahlooq - CEO, Tanfeeth, Miguel Rio Tinto - Group Chief Information Officer, Emirates NBD and Steve Thompson - Chief Operating Officer, Tanfeeth, alongside other members of their teams were all present to officially inaugurate the joint Service Resolution Team (SRT), the first of its kind for banks in the region.

As our strategic direction is towards Digitization and Straight through Processing (STP), the role of operations is evolving to one of exception management. The Service Resolution Team brings together experts from Group IT and Operations to proactively identify transactions where STP fails due to either technical or operational reasons, resolve the exception, and complete the process to ensure minimal impact on the customer.

This is an important CX initiative as queues are monitored real-time and challenges are addressed immediately, not only during mass outages, but also in instances where a single transaction fails. If the issues are not resolved within a stipulated time, proactive notifications are sent out to customers notifying them of a potential delay to their transaction.

We are pleased to share that this new and exciting collaboration has been in the works since June 2021 with a pilot team comprising members from IT Operations and Tanfeeth Payments under the supervision of Steve Thompson - COO, Tanfeeth, Udit Sharma - Vice President, IT Operations and Chanake Wikramanayake - Vice President and Head of PCS. While the initial scope is focused on Payments flowing through Payment Hub, this will be eventually extended to all operational processes as we move towards increasing STP across the Group.

We would like to thank all of those involved in helping launch the Service Resolution Team including Group IT Managers, Payments team members, Tanfeeth and Group IT Communications teams for branding the physical space to reflect this new collaborative journey.

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