Assistant Manager RCA And Customer Insights Injaz - CXC - RBG - Customer Care Unit Client Experience And Conduct Group
Mashreq Corporate & Investment Banking Group
United Arab Emirates
6th June 2025
2506-2195-9
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: | https://www.mashreqbank.com/uae/en/corporate/home | Job Function: | Customer Service |
| Company Industry/ Sector: |
Banking | ||
What We Offer
About the Company
Corporate and Investment Banking GroupAt Mashreq, our aim is to innovate and distinguish our relationship banking approach, leveraging our long-standing heritage in Corporate & Investment Banking. Our strategic focus is to offer a best-in-class, expertise-led coverage model to our clients. We do this across multiple industries, supported by intelligence and industry know-how. We have chosen to re-align our relationship teams into industry verticals that best serve your corporate needs. We are here to be your true banking partner and deliver customized solutions that add value to your business. We focus on building rewarding relationships and differentiated customer experiences.International Banking GroupMashreq’s international presence spans across 11 countries outside UAE.With branch presence in USA, UK, Egypt, India, Kuwait, Qatar, Bahrain and Hong Kong, alongside Representative Offices in Pakistan, Nepal and Bangladesh, we provide global reach and robust regional banking solutions.We offer extensive Corporate Banking services to customers in Bahrain, Egypt, Kuwait, Qatar and India; and Retail Banking services in select countries. Mashreq’s global presence helps in supporting franchise client needs internationally and international client needs across our franchises.We take pride in our knowledge of our markets, differentiating ourselves from the competition with state of the art products and channels, a global footprint and the ability to connect national markets.Financial Institutions services constitute a major segment of our International Business. With decades of rich FI experience, full spectrum of FI services, presence in major money markets, extensive network of correspondents, clearing capabilities in most presence countries and highly experienced relationship teams, we are a major FI services provider in Asia, Europe, GCC and Africa.We aim to be your financial partner not only in the UAE, but also in the GCC and beyond.
Similar Jobs
Disclaimer: talentmate.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@talentmate.com.
Recent Jobs
View More JobsCopyright © 2025 TALENTMATE. All rights reserved.
