Avp, Service Recovery
bankfab
Abu Dhabi, Abu Dhabi, AE
منذ 1 يوم
source : WHATJOBS

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others.

Were in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise.

At FAB, youll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance.

As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger together.

JOB PURPOSE : The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization : To deliver a high quality comprehensive and consistent approach to dealing with complaints and dissatisfied customers across the Group.

To capture, investigate and respond to complaints and compliments for the Group as a whole and, monitor progress against complaints.

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.

Collate customer satisfaction information across the group to identify the success of our service provision across the group and identify opportunities for service improvement.

Oversee complaints root cause analysis including breach of SLA / TAT for service requests. To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.

Minimum Qualification Minimum graduation 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 personal skills Minimum Experience Minimum 8 to 10 years of Retail banking experience

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