Customer Experience Senior Manager (UAE Nationals Only)

To comply with country regulations, we are looking for UAE talent to fill this role.

Job Responsibility:

• Complete ownership of Priority Customers complaints raised by various channels such as, Call Center, Social Media, Media, Senior Management, Website and Online Banking or any other channel as assigned by the Unit Manager. This includes providing timely resolution while maintaining customer satisfaction levels within the bank’s rules and regulations in addition to maintaining of necessary MIS updated and accurate.
• Focus on providing end to end resolution of complaints within TAT (98%) and increase first time resolution which in turn will reduce number of hand-off for complaints handled and reduce cost of complaints handling.
• Monitor team’s performance and ensure that all complaints are handled as per the assigned KPI throughout the resolution cycle considering the criticality and complexity of complaints handled by the team.
• Maintain strong relationship with internal & external stakeholders, as applicable, and work towards improving complaints handling processes to ensure customer satisfaction is always maintained.
• Identify opportunities to improve complaint handling process for Priority Customers to reduce number of complaints
• Increase C-Sat (Customer Satisfaction) & NPS (Net Promoter Score) of complaining Priority Customers and provide best experience.
• Utilize agreed empowerment at various levels (financial, non-financial and systems) in order to deliver enhanced complaints handling process.
• Produce and maintain reports in timely and accurate manner
• Enhance decision-making by collaborating across teams.
• Manage customers’ expectation for FP&I final investigation outcome
• Manage level one escalations from internal customers and stakeholders.
• Manage Callback leads post complaint closure and identify opportunities to improve customer journey.

Job Skills & Qualifications:

• Bachelor Degree
• 5+ years minimum experience in banking industry or in customer facing/complaints handling unit
• UAE National with Family Book

What we offer you:

• Competitive salary package
• Strong emphasis on work-life balance and wellbeing across the bank
• World-class Learning & Development platform and career development
• Generous annual leave entitlement and Private Healthcare
• Preferential banking facilities for employees