Specialist- Service Recovery (UAE Nationals ONLY)
First Abu Dhabi Bank
Abu Dhabi, Abu Dhabi, AE
منذ 6 يوم
source : WHATJOBS

Company Description

Now it's your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region.

Shaking up the world of banking requires a lot of smarts and skill. We're looking for the brightest and best to help us reach our goals and we'll also help you reach yours.

Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

Job Description

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.

Manage the resolution of customer complaints, within given timescales in coordination with Customer care unit.

Handle the most complex escalated complaints (Regulatory, Government, CBUAE etc.) to include determination of whether legal advice is required on issues relating to complaints

Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations

Monitor and improve trends in complaints volume and react immediately in case of any unusual

Promote governance development within and ensure feedback to the Divisions

Share periodically the findings and work with the respective stakeholders to fix the identified gaps / pain points

Identify areas for improvement in the quality of complaints handling and work with respective stakeholders to address

Lead the development and maintenance of systems for the management of complaints

Develop and deliver education and training in relation to complaints management and customer care support education initiatives

Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance

Contribute to the development and implementation of the bank Governance Strategy in relation to complaints

Lead the development of specific delegated policies, procedures or guidelines relating to complaints

Ensure that the quality of work leaving the Department is to a high standard and is appropriately disseminated throughout the organization


Bachelor degree in related discipline

Minimum 0-1 years' experience in a similar role with a proven track record

Strong written, verbal, analytical and presentation skills

Ability to interact effectively with a wide range of staff throughout the company

Position requires proficiency in Word, Excel, Access and PowerPoint

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