Manager- Complaints Management (Emiratized Role)

OverviewJOB 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 complaintsEvaluation of complaints activity in terms of quality scope and methodology and making appropriate recommendationsMonitor and improve trends in complaints volume and react immediately in case of any unusual spikePromote governance development within and ensure feedback to the DivisionsIdentify areas for improvement in the quality of complaints handling and work with respective stakeholders to addressContribute to the development and implementation of the bank Governance Strategy in relation to complaintsEnsure that the quality of work leaving the Department is to a high standard and is appropriately disseminated throughout the organizationQualificationsMinimum QualificationBachelors degreeMinimum graduation with relevant market knowledge Banking Product & Services including background of credit & collectionGood communication (written) & Interpersonal skillsMinimum Experience5 years of banking experienceRemote WorkNoEmployment TypeFull-time#J-18808-Ljbffr