Complaints Manager ( UAE National )

Job Responsibilities:

• Manage and motivate the team to improve customer satisfaction scores constantly and visibly, through complaint resolution.
• Ensure full regulatory compliance on complaints handling as per CPR standards.
• Manage Central Bank & Regulatory related queries, complaints handling end-to-end, along with other escalated, unstructured & complex complaints in an effective and timely manner.
• Effectively manage the Central Bank TAT, by timely logging & posting the complaints on a daily basis.
• Maintain courteous, proactive, and resolution-oriented relationships with Regulatory bodies (Central Bank, AECB) contact persons and all internal units/departments of the bank to ensure complete resolution of customer complaints.

Key Result Areas:

• Develop and maintain optimum service quality with external and internal customers by ensuring complaints resolution in reasonable TAT as per SLAs.
• Be the contact point for all internal staff with the core responsibility of resolving customer complaints logged through all touch points and channels.
• Resolve and escalate all customer complaints assigned within agreed TAT.
• Act as an internal and external Communication specialist, recommending template-based responses for queries and recurring complaints, and vetting all responses to sensitive channels like Vendors, Central Bank, and Social Media.
• Ensure 100% of complaints are logged and updated in the systems before, during, and after resolution.
• Maintain strong follow-up for proactive and resolution-oriented relationships with all interacting units and external parties.
• Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. Provide constructive feedback on service quality aspects through firsthand observations.
• Work to exceed service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
• Train front-end staff by conducting structured and unstructured programs to enhance their service delivery skills.
• Improve customer satisfaction through efficient handling of customer queries/complaints without compromising on operational controls of any units and broader compliance requirements within the agreed reasonable TAT as per SLAs.
• Contribute towards publishing periodic dashboards with root-cause analysis of complaints, suggesting proactive and permanent resolutions by owning the customer and their issue end-to-end.
• Make financial decisions within the Authority delegation for all products to manage Customer Experience and enhance overall Customer Satisfaction.
• Motivate and indirectly manage teams through regular huddles, engaging interactions, training, team-building exercises, and career development.
• Administer, coordinate, monitor, and report complaints (daily/weekly report, monthly dashboard).
• Drive and champion a Customer-centric Problem resolution standard across the Bank.
• Own the Customer resolution journey end-to-end including root causing and develop, recommend, implement process improvement rigor & re-engineering.

Knowledge, Skills and Experience:

• Professional, proactive, and customer-centric without compromising the bank's interest and reputation. Courteous and respectful in communication while being empathetic & sensitive to customer needs.
• Understanding of Regulatory/Central Bank regulations/standards.
• Strong analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions, and recommend processes and product improvements.
• Exceptional abilities to handle complexities of stakeholder engagement regarding problem resolution.
• In-depth understanding of Retail banking products and services, processes, and systems.
• Excellent interpersonal and communication skills (written and oral) with the ability to perform as a team player (English and Arabic mandatory).
• 4-6 years work experience in managing quality, business processes, service levels, and generic banking processes.
• Exposure to complaints management and service recovery processes and/or customer service.