- Should be 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.
- Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution.
- In depth understanding of Retail banking products and Services, processes and systems.
- Excellent interpersonal and communication skills (written and oral) with ability to perform as team player (English and Arabic mandatory).
- Should have exposure to complaints management and service recovery processes and or customer service.
Job Detail
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Job ID 3652
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Career Level Intermediate
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Experience Fresh
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Gender Female|Male
Job Description
Mashreq Bank is presently accepting applications from suitable candidate for the job role of Complaints Manager. The jobholder is responsible to manage and motivate the team to improve customer satisfaction scores constantly and visibly, through complaint resolution.
Responsibilities of Complaints Manager
- Ensure full regulatory compliance on complaints handling as per CPR standards.
- To manage Central Bank & Regulatory related queries, complaints handling end-to-end, along with other escalated, unstructured & complex complaints in an effective and timely manner.
- To effectively manage the Central Bank TAT, by timely logging & posting the complaints on daily basis.
- To maintain courteous, proactive, and resolution-oriented relationship with Regulatory bodies’ (Central Bank, AECB) contact persons and all internal units/ departments of the bank in order to ensure complete resolution of customer complaints.
- To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs.
- To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points and channels.
- Resolve, escalate all customer complaints assigned within agreed TAT
- Be an internal and external Communication specialist, recommend template-based responses for queries and recurring complaints and vet all responses to sensitive channels like Vendors, Central bank and Social Media.
- Ensure 100% of the complaints are logged and updated in the systems before, during and after resolution.
- Maintain strong follow up for proactive and resolution-oriented relationship with all interacting units and external parties.
What You’ll Do More?
- 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 first hand observations.
- Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
- Training 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, suggest proactive and permanent resolves by owning the customer and their issue end to end.
- Make financial decisions within the Authority delegation for all products to over manage Customer Experience and enhance overall Customer Satisfaction.
- Responsible for motivating and indirectly managing teams within through regular huddles, engaging , interaction, trainings, team building exercises and career development.
- To administer, co ordinate, 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
Requirements of Complaints Manager
The requirements of Complaints Manager are as under:
- Minimum Graduation required in the relevant field.
- 4 – 6 years work experience in managing quality, business processes, service levels, generic banking processes.
Skills and Knowledge Desired
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