Senior Customer Complaints Leader – SLA-Driven Banking

First Abu Dhabi Bank

Abu Dhabi

In loco

AED 180.000 - 240.000

Tempo pieno

2 giorni fa

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Descrizione del lavoro

First Abu Dhabi Bank (FAB) is seeking a Customer Complaints Management Manager to oversee the end-to-end customer complaints process in Abu Dhabi, United Arab Emirates. You will lead complaint handling teams, coordinate with internal stakeholders, monitor resolution quality, and maintain compliance with the bank's policies and regulatory requirements.

The role requires 3-5 years of relevant experience, on-site work, and a strong focus on quality assurance, governance, and customer experience.

Competenze

Minimum 3-5 years of professional experience in complaints management or equivalent.
Experience leading complaint handling teams and coordinating with internal stakeholders.
Strong understanding of regulatory requirements and governance in banking.

Mansioni

Oversee end-to-end customer complaint lifecycle from investigation to resolution.
Ensure adherence to SLAs and regulator-mandated timelines.
Lead investigations, establish facts, and determine appropriate resolutions.
Coordinate with internal departments to gather information and support timely resolution.
Guide teams within the DOA framework and escalation processes.
Monitor case progress and maintain accurate complaint records.