Complaints MI And Insights Manager UAE National

Customer Experience MI & Insights Manager (UAE National) (ID:) 17557

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The successful candidate will be responsible for producing and developing MI/BI (Business Intelligence/Business Improvement) reports, analyzing the information to identify and highlight deviations and improvement opportunities for Customer Experience Journey Team. We are seeking someone who can support with Design, implement and drive improvement in the reporting and analysis processes, whilst ensuring engagement with relevant stakeholders. The successful candidate will support with achieving Monthly Complaints Group KPI Targets and improvement in process to meet performance metrics.

Duties & Responsibilities

• Will be responsible for producing management information and reports both on a routine and ad-hoc basis.
• Responsible to produce explanatory commentary, insights and recommendations to produce improvement plans.
• The role will involve developing reports using current reporting systems and delivering pro-active analysis to inform Customer Experience Management regarding strategic decisions, evaluating our SLA performance, identifying areas of underperformance, deviations and suggesting improvement opportunities.
• Build and provide all levels of reporting to Customer Experience Management according to deadlines, adding supporting commentary and analysis.
• The jobholder is expected to work independently to handle system issues and matters.
• Breadth of role requires highly effective interaction with multiple & diverse stakeholders
• The jobholder should have very strong interpersonal skills to resolves all issues to ensure successful take on of new project with risks properly identified and mitigated.
• Developing a deep understanding of business segments with diverse business environments, regulations and competition
• The role will specifically focus on ensuring the continuous and consistent delivery of excellent Customer Service.
  
  

Experience & Qualifications

• Graduation degree is REQUIRED– to secure a UAE Visa and Work Permit.
• Strong analytical and data management skills.
• Strong Excel and PowerPoint skills
• Experience of managing and delivering medium to large sized projects.
• Knowledge of HSBC Retail businesses, products, processes, etc.
  
  

For further details and application information please visit our careers site, searching under reference number.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.

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