Senior Complaints Resolution Specialist & Team Support
Mashreq
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Job summary
Mashreq seeks an experienced Complaints Management professional to handle and resolve unstructured complaints for RBG and SME customers, support mid-level escalations, and back-up team leadership. You will coach front-end teams, perform root-cause analysis, monitor KPIs on complaints TAT and quality, and ensure adherence to SOPs and regulatory standards.
This role emphasizes proactive communication, continuous process improvements, and delivering measurable improvements in customer satisfaction
Job description
Mashreq seeks an experienced Complaints Management professional to handle and resolve unstructured complaints for RBG and SME customers, support mid-level escalations, and back-up team leadership. You will coach front-end teams, perform root-cause analysis, monitor KPIs on complaints TAT and quality, and ensure adherence to SOPs and regulatory standards.
This role emphasizes proactive communication, continuous process improvements, and delivering measurable improvements in customer satisfaction
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