Head of Complaints Management & CX Strategy

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 120,000 - 160,000; Full time

Job summary

A leading financial institution in Abu Dhabi is seeking a qualified professional to manage and transform complaint management processes. The successful candidate will lead a team, handle complex complaints, and ensure alignment with the bank's strategic objectives. Candidates should have a bachelor's degree and at least 5 years of customer service experience in banking. This full-time role requires strong leadership and communication skills.

Qualifications

• Proven experience in managing and motivating teams.
• Graduate with 5 years experience within customer service industry, specifically banking.
• Experience working within a Contact Centre environment.
• Good knowledge of local work legislation applicable to call centre environments.

Responsibilities

• Manage cross-functional programs to transform complaint management processes.
• Ensure a consistent approach to dealing with complaints across the Group.
• Capture and respond to complaints and monitor progress.
• Lead development of systems for complaint management.
• Manage the resolution of complex escalated complaints.

Skills

Problem-solving ability

Leadership capabilities

Interpersonal understanding

Written and spoken communication

Negotiation skills

Education

Bachelor's degree

Tools

Workflow management software

Job description

A leading financial institution in Abu Dhabi is seeking a qualified professional to manage and transform complaint management processes. The successful candidate will lead a team, handle complex complaints, and ensure alignment with the bank's strategic objectives. Candidates should have a bachelor's degree and at least 5 years of customer service experience in banking. This full-time role requires strong leadership and communication skills.