Manager- Complaints Management (Emiratized Role)

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 150,000 - 190,000; Full time

Job summary

A major banking institution in Abu Dhabi is seeking an experienced professional to manage customer complaints and enhance service quality. The role requires a Bachelor's degree, a minimum of 5 years in banking, and strong communication and interpersonal skills. Key responsibilities include addressing complex escalated complaints, promoting continuous improvement, and contributing to the bank's governance strategy. This full-time position offers an opportunity to impact customer satisfaction within the organization.

Qualifications

• Minimum graduation with relevant market knowledge in Banking Product & Services including background in credit and collection.
• 5 years of banking experience required.
• 5 years of banking experience.

Responsibilities

• Deliver a high quality comprehensive approach to dealing with complaints.
• Proactively identify continuous improvement initiatives.
• Handle complex escalated complaints and determine if legal advice is needed.

Skills

Good communication skills

Interpersonal skills

Interpersonal skills

Education

Bachelors degree

Job description

Overview

JOB PURPOSE: To deliver a high quality comprehensive and consistent approach to dealing with complaints and dissatisfied customers across the Group.

• To proactively contribute to identifying continuous improvement initiatives developing business intelligence to identify changes and solutions which improve the resolution of complaints across the Group on a day-to-day basis for our customers.
• Oversee complaints root cause analysis including breach of SLA /TAT for service requests.
• Handle the most complex escalated complaints (Regulatory Government CBUAE etc.) to include determination of whether legal advice is required on issues relating to complaints
• Evaluation of complaints activity in terms of quality scope and methodology and making appropriate recommendations
• Monitor and improve trends in complaints volume and react immediately in case of any unusual spike
• Promote governance development within and ensure feedback to the Divisions
• Identify areas for improvement in the quality of complaints handling and work with respective stakeholders to address
• Contribute to the development and implementation of the bank Governance Strategy in relation to complaints
• Ensure that the quality of work leaving the Department is to a high standard and is appropriately disseminated throughout the organization

Qualifications

Minimum Qualification

• Bachelors degree
• Minimum graduation with relevant market knowledge Banking Product & Services including background of credit & collection
• Good communication (written) & Interpersonal skills

Minimum Experience

• 5 years of banking experience

Remote Work

No

Employment Type

Full-time