Manager- Complaints Management (Emiratized Role)
Posted on :
30-05-2025
Employer Active
1 Vacancy
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Job Description
JOB PURPOSE:
- To deliver a high quality comprehensive and consistent approach to dealing with complaints and dissatisfied customers across the Group.
- To proactively contribute to identifying continuous improvement initiatives developing business intelligence to identify changes and solutions which improve the resolution of complaints across the Group on a day-to-day basis for our customers.
- Oversee complaints root cause analysis including breach of SLA /TAT for service requests.
- Handle the most complex escalated complaints (Regulatory Government CBUAE etc.) to include determination of whether legal advice is required on issues relating to complaints
- Evaluation of complaints activity in terms of quality scope and methodology and making appropriate recommendations
- Monitor and improve trends in complaints volume and react immediately in case of any unusual spike
- Promote governance development within and ensure feedback to the Divisions
- Identify areas for improvement in the quality of complaints handling and work with respective stakeholders to address
- Contribute to the development and implementation of the bank Governance Strategy in relation to complaints
- Ensure that the quality of work leaving the Department is to a high standard and is appropriately disseminated throughout the organization
Qualifications :
Minimum Qualification
- Bachelors degree
- Minimum graduation with relevant market knowledge Banking Product & Services including background of credit & collection
- Good communication (written) & Interpersonal skills
Minimum Experience
- 5 years of banking experience
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
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