Complaint Management - Manager

About Us

JOB DESCRIPTION

Network International is the largest Financial Technology company in the Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we have been growing in the direct-to-consumer card segment as well.

Our EVP

At Network International, every second counts. As a leader in the fast-paced world of financial services, we thrive on innovation, agility, and the relentless pursuit of excellence.

We recognize industry trends, the dual nature of technological advancements, and the scarcity of top talent. This is why we prioritize investing in our people.

Here, you’ll work alongside industry experts to solve complex problems and leverage cutting-edge technology to stay ahead of the competition.

We offer a culture where your skills are valued, your growth is prioritized, and your achievements are recognized—because winning isnt just our goal; its our standard.

About The Role

• Responsible for monitoring Complaint through workflow/email
• Responsible for all KPIs & SLAs for Complaint.
• Service touch point for internal and external customers, IT co-ordination for Production support
• Responsible for competent service delivery, risk mitigation and resource productivity.
• Responsible to identify service and process enhancement opportunities.
• Responsible for RCA for complaints.
  
  

• To deliver a high quality comprehensive and consistent approach to dealing with complaints.
• To improve SLA and prepare and present Daily and Monthly Service Dashboard
• To capture, investigate and respond to escalated complaints, monitor progress against complaints.
• To proactively contribute to identifying continuous improvement initiatives, to identify changes and solutions, which improve the resolution of complaints.
• Collate Client satisfaction information to identify the success of our service provision and identify opportunities for service improvement.
• Oversee complaints root cause analysis.
• To be an effective communicator and ensure all complaints, are acknowledged in a timely manner and client are kept informed throughout the complaint process.
• Handle the resolution of client complaints
• 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 and present 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
• Be part of the development and maintenance of systems for the management of complaints
• Obtain impact, Root cause Analysis and corrective action from IT /vendor for any issues and to avoid repeated issue
• Support teams to implement the projects as (IT, Business, Ops, etc.)
• Ensures quality delivery by 3rd party providers as per the guidelines
• Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the organization
  
  

• Ability to develop strong professional relationships between Team and other units
• Overall understanding of issuing/payments landscape
• Expertise in CMS, CRM, product management tools, automation and reporting tools
• Strong verbal and written communications.
• Fluent communication skills
  
  

• Bachelor’s degree or higher.