• FAB Careers in Abu Dhabi | AVP, Service Recovery

    FAB Careers in Abu Dhabi | AVP, Service Recovery

    Location: Abu Dhabi - United Arab Emirates

    Job Description

    The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization .

    Key Accountabilities: Strategy Development and Implementation. Leadership. Change Management. Reporting

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • To deliver a high quality comprehensive and consistent approach to dealing with complaints and dissatisfied customers across the Group.

    • To capture, investigate and respond to complaints and compliments for the Group as a whole and, monitor progress against complaints.

    • 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.

    • Collate customer satisfaction information across the group to identify the success of our service provision across the group and identify opportunities for service improvement.

    • Oversee complaints root cause analysis including breach of SLA /TAT for service requests.

    • To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.

    • Manage the resolution of customer complaints, within given timescales in coordination with Customer care unit.

    • 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 recommendation.

    Job Requirements

    • UAE Nationals ONLY

    • Minimum graduation with relevant local market knowledge, Retail Banking, Product & Services

    • Sound Compliance, Ops or Product or Sales Governance background

    • Good grasp on processes and understanding of Credit & Collection

    • Good communication (written) & Inter personal skills

    • Minimum 6 to 8 years of Retail banking experience

    Job Details

    Company: First Abu Dhabi Bank - FAB

    Employment Type: Full-time

    Job Location: Abu Dhabi, United Arab Emirates