Customer Experience Assistant Manager

To comply with country regulations, we are looking for UAE talent to fill this role. Job Responsibility: Complete ownership of Priority Customers complaints raised by various channels such as, Call Center, social media, Media, Senior Management, Website and Online Banking or any other channel as assigned by the Unit Manager. This includes providing timely resolution while maintaining customer satisfaction levels within the bank s rules and regulations in addition to maintaining necessary MIS updated and accurate. Focus on providing end to end resolution of complaints within TAT (90%) and increase first time resolution which in turn will reduce number of hand-offs for complaints handled and reduce cost of complaints handling. Ensure that all customers are contacted as per assigned KPI throughout the resolution cycle considering the criticality and complexity of complaints handled by the Assistant Manager. Maintain strong relationship with internal & external stakeholders, as applicable, and work towards improving complaints handling processes to ensure customer satisfaction is always maintained. Identify opportunities to improve complaint handling process for Priority Customers to reduce number of complaints Increase C-Sat (Customer Satisfaction) & NPS (Net Promoter Score) of complaining Priority Customers and provide best experience. Utilize agreed empowerment at various levels (financial, non-financial and systems) in order to deliver enhanced complaints handling process. Produce and maintain reports in timely and accurate manner

Desired Candidate Profile

Bachelor Degree 3+ years minimum experience in banking industry or in customer facing/complaints handling unit