Customer Experience Senior Lead (UAE Nationals Only)

Emirates Islamic Bank; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading financial institution is seeking a professional for an audit and quality assurance role in the UAE. The ideal candidate will have a Bachelor's degree and over 2 years of experience in areas such as quality inception and experience management. This position offers a competitive salary package, a strong emphasis on work-life balance, and development opportunities.

Benefits

Competitive salary package

Strong emphasis on work-life balance

World-class Learning & Development platform

Generous annual leave

Private Healthcare

Preferential banking facilities for employees

Qualifications

• 2+ years of professional experience in relevant areas.

Responsibilities

• Perform audit and quality checks on complaint resolutions.
• Provide actionable and insightful analysis.
• Evaluate implementation and efficiency of CX team.
• Develop dashboards and report QA outcomes.

Skills

Professional experience in quality inception

Experience management

Strategy and business development

Education

Bachelor Graduate

Job description

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

Job Responsibility

• Perform audit and quality check on complaint resolution and departments performance, perform regular calibration and share feedback continually
• Provide actionable and insightful analysis and drive implementation
• Evaluate the implementation and efficiency of CX (Customer Experience) team quality and inspection of knowledge, soft skills and behavior/attitude
• Review and monitor CX team functionality in term of SOP’s (Standard Operating Procedure) SOW (Statement of Work) etc
• Continues development of scoring to ensure coverage of all audit and regulatory
• Ensuring no deviation and continuation, Implementation of INA (Internal Audit), compliance and CB mandates reports
• Ensure continuation and sustainability of CX Consumer Protection Regulation compliance
• Point of contact for Internal Audit/governance, compliance for all audit related, providing evidences and requested responses.
• Develop dashboards and report QA outcomes and recommendations
• Involve all stakeholders in complaint management and report Quality Assurance (QA) findings for them
• Maintain all the reports and the MIS organized and saved in shared folder
• Develop and launch QA dashboards and internal reports and analysis

Job Skills & Qualifications

• Bachelor Graduate
• 2+ years of professional experience especially in areas like experience management, quality inception, strategy and business development

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