Assistant Manager RCA And Customer Insights Injaz - CXC - RBG - Customer Care Unit Client Experience And Conduct Group
Mashreq
United Arab Emirates
6th June 2025
2506-1917-11
Job Description
- Conduct thematic root-cause analysis (RCA) of customer complaints, to identify recurring issues across processes, systems, policies, and people.
- Collaborate with stakeholders to implement improvements, reduce complaints, and enhance customer experience.
- To improve customer satisfaction scores (CSAT) on complaint resolution, by analyzing, monitoring feedback on complaint resolutions, and identifying opportunities to improve service quality.
- Facilitate training, coaching, and feedback sessions for complaint-handling agents, ensuring continuous improvement in resolution quality.
- Manage governance of the complaints handling team by overseeing adherence to regulatory standards, internal policies, and defined processes
- Prepare and present insightful complaint RCA reports and thematic trend analyses with proposed actions to senior leadership and forums, driving strategic improvements through regular weekly and monthly reporting.
- Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps.
- Develop actionable insights and recommendations to address recurring customer pain points.
- Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
- Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.
- Leverage data analytics and customer insights to support process change proposals.
- Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.
- Lead quality assessment exercises, ensuring adherence to resolution best practices.
- Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.
- Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
- Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.
- Track the impact of implemented changes, ensuring sustained improvements.
- Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.
- Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.
- Provide quarterly and monthly updates on complaints reduction initiatives and their impact.
- Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.
- Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience
- 5+ years of experience in complaints management, customer experience, quality assurance, or process improvement
- Experience in analyzing customer complaints, CSAT trends, and driving process optimization projects
- Ability to conduct in-depth RCA and derive meaningful insights from complaint data.
- Strong knowledge of complaints, regulatory frameworks and industry best practices.
- Excellent interpersonal and communication skills with strong problem-solving skills
- Knowledge of Lean, Six Sigma, or other continuous improvement methodologies is an advantage.
- Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution
- Passion for improving service delivery and reducing customer pain points.
- Communication & Presentation Skills – Ability to prepare structured decks and effectively present insights to leadership.
- Coaching & Training Ability – Experience in mentoring and upskilling teams to improve complaints handling quality.
- Data-Driven Approach – Ability to leverage complaint metrics and CSAT insights for strategic decision-making Graduate
- Advanced skills of Microsoft Excel and PowerPoint
- Graduate
Job Details
| Role Level: | Mid-Level | Work Type: | Full-Time |
|---|---|---|---|
| Country: | United Arab Emirates | City: | Dubai |
| Company Website: | http://www.mashreq.com/rise | Job Function: | Customer Service |
| Company Industry/ Sector: |
Banking | ||
What We Offer
About the Company
Disclaimer: Mashreq will never ask for your bank related information via phone call, SMS or email. We will also never contact you from a mobile number to resolve your query.Welcome to the LinkedIn page of Mashreq. More than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first. Together, we pioneer key innovations and developments in banking and financial services. Our mandate? To help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success. Join Mashreq and find your way to Rise Every Day.
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