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
