AVP, Service Recovery - UAE Nationals Only
Bankfab
Ras Al Khaimah, UAE
منذ 1 يوم
source : Drjobs.ae

JOBPURPOSE :

The roleholder is responsible for managing, developing and drivingcross-functional programs that help transform customer experienceand create the building blocks for a customer-centric organization :

  • To deliver a highquality comprehensive and consistent approach to dealing withcomplaints and dissatisfied customers across the Group.
  • To capture, investigate and respond to complaints andcompliments for the Group as a whole and, monitor progress againstcomplaints.
  • To proactively contribute toidentifying continuous improvement initiatives, developing businessintelligence to identify changes and solutions, which improve theresolution of complaints across the Group on a day to day basis forour customers.
  • Collate customer satisfactioninformation across the group to identify the success of our serviceprovision across the group and identify opportunities for serviceimprovement.
  • Oversee complaints root causeanalysis including breach of SLA / TAT for servicerequests.
  • To be an effective communicator andensure all complaints are acknowledged in a timely manner andcustomers are kept information throughout the complaintprocess.
  • MinimumQualification

  • Minimumgraduation with relevant local market knowledge, Retail Banking,Product & Services
  • Sound Compliance,Ops or Product or Sales Governance background
  • Good grasp on processes and understanding of Credit& Collection
  • Good communication (written) & Inter personalskills
  • MinimumExperience

  • Minimum 8to 10 years of Retail banking experience
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