Manager- Complaints Management (Emiratized Role)

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

Join First Abu Dhabi Bank as a Manager- Complaints Management, responsible for ensuring high-quality complaint handling and promoting governance within the organization. The role involves overseeing complaint trends, implementing improvements, and collaborating with stakeholders to enhance customer satisfaction in a dynamic banking environment.

Qualifications

• Relevant graduation in banking or market knowledge.
• Background in credit and collection preferred.
• Good interpersonal and written communication skills.

Responsibilities

• Deliver a comprehensive approach to handling customer complaints.
• Identify continuous improvement initiatives for complaint resolution.
• Handle complex escalated complaints and root cause analysis.

Skills

Written communication

Interpersonal skills

Complaint resolution

Business intelligence

Education

Relevant graduation

Job description

Manager- Complaints Management (Emiratized Role)

• Full-time
• Sub Division: Centralized Complaints Management Unit
• Division: GCOO

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting & dynamic industry.

JOB PURPOSE:

• Deliver a high-quality, comprehensive, and consistent approach to handling complaints and dissatisfied customers across the Group.
• Proactively identify continuous improvement initiatives, develop business intelligence to identify changes and solutions that enhance complaint resolution across the Group.
• Oversee root cause analysis of complaints, including breach of SLA/TAT for service requests.
• Handle complex escalated complaints (Regulatory, Government, CBUAE, etc.), including determining if legal advice is required.
• Evaluate complaints activity regarding quality, scope, and methodology, and make appropriate recommendations.
• Monitor trends in complaints volume and respond immediately to any unusual spikes.
• Promote governance development within the organization and ensure feedback to divisions.
• Identify areas for improvement in complaints handling quality and collaborate with stakeholders to address them.
• Contribute to the development and implementation of the bank's Governance Strategy related to complaints.
• Ensure the department's work quality is high and properly disseminated throughout the organization.

Minimum requirements include a relevant graduation with market knowledge, banking, products & services, including background in credit & collection. Good written communication and interpersonal skills are essential.