Senior Complaints SME & RCA/CAPA Lead

Mashreq Bank PSC; Egypt (PA); On-site; USD 90,000 - 130,000; Full time

Job summary

Mashreq Bank PSC seeks an experienced Complaints Specialist to manage highly complex cases. You will act as SME, guide escalation, and support QA, training, and cross-functional projects to improve service delivery.

You will conduct deep RCA, develop CAPA actions, ensure regulatory compliance, and maintain high customer satisfaction with precise documentation in the CRM. This role emphasizes timely, accurate responses and collaborative problem solving.

Qualifications

• Expert judgment to resolve complex issues beyond policy.
• Ability to train and onboard new team members.
• Experience guiding Complaints Officers and QA processes.

Responsibilities

• Manage a reduced, specialized caseload of the most complex, high-risk complaints.
• Apply expert judgment to resolve issues where policy is unclear.
• Act as SME and first escalation for Complaints Officers with coaching.
• Support Complaints Manager in daily supervision and quality assurance.
• Assist in training and onboarding new team members on procedures.
• Conduct in-depth root-cause analysis and trend identification.
• Develop corrective and preventive actions (CAPA) and policy improvements.
• Lead or participate in cross-functional projects to improve service.
• Ensure compliance with evolving regulatory requirements.
• Investigate complaints thoroughly, gather information, and analyze.
• Provide timely responses to customer inquiries and complaints.
• Handle unstructured and complex complaints for all RBG, SME customers.
• Maintain service levels and TAT per SLAs.
• Perform RCA to address root problems affecting customers.
• Maintain courteous relationships with internal units to resolve issues.
• Strive to improve customer satisfaction scores and surveys.
• Document interactions and resolutions in the CRM with compliance.

Skills

Complaint handling

Root cause analysis

Regulatory compliance

Stakeholder communication

Coaching & mentoring

Tools

CRM system

Job description

Mashreq Bank PSC seeks an experienced Complaints Specialist to manage highly complex cases. You will act as SME, guide escalation, and support QA, training, and cross-functional projects to improve service delivery.

You will conduct deep RCA, develop CAPA actions, ensure regulatory compliance, and maintain high customer satisfaction with precise documentation in the CRM. This role emphasizes timely, accurate responses and collaborative problem solving.