Manager- Complaints Management (Emiratized Role)

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry.

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

Minimum Qualification

• Bachelor’s 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