Customer Experience Manager

Job Description

Job Responsibility:

• Perform audit and quality check on complaint resolution and departments performance, perform regular calibration and share feedback continually
• Provide actionable and insightful analysis and drive implementation
• Evaluate the implementation and efficiency of CX (Customer Experience) team quality and inspection of knowledge, soft skills and behavior/attitude
• Review and monitor CX team functionality in term of SOP’s (Standard Operating Procedure) SOW (Statement of Work) etc
• Continues development of scoring to ensure coverage of all audit and regulatory
• Ensuring no deviation and continuation, Implementation of INA (Internal Audit), compliance and CB mandates reports
• Ensure continuation and sustainability of CX Consumer Protection Regulation compliance
• Point of contact for Internal Audit/governance, compliance for all audit related, providing evidences and requested responses.
• Develop dashboards and report QA outcomes and recommendations
• Involve all stakeholders in complaint management and report Quality Assurance (QA) findings for them
• Maintain all the reports and the MIS organized and saved in shared folder
• Develop and launch QA dashboards and internal reports and analysis
  
  

Job Skills & Qualifications:

• Bachelor Graduate
• 2+ years of professional experience especially in areas like experience management, quality inception, strategy and business development
  
  

What we offer you:

• Competitive salary package
• Strong emphasis on work-life balance and wellbeing across the bank
• World-class Learning & Development platform and career development
• Generous annual leave entitlement and Private Healthcare
• Preferential banking facilities for employees
  
  

About Us

EIB

Emirates Islamic was launched in 2004 to deliver the highest standards of banking services in line with Sharia principles.

As one of the leading Islamic banks in the UAE, Emirates Islamic offers exciting career opportunities for highly motivated professionals and graduates. At Emirates Islamic, we believe that our Employees are our biggest asset and we continuously invest in Talent Management & Training and Development programmes to help them excel professionally and achieve success in their chosen career.

Emiratization is a key strategic objective at Emirates Islamic. We provide training to talented, young Emaratis under dedicated programmes that shape their ambition, passion & commitment and guide them to become the future leaders of the organization as well as the overall financial sector.

We are driven by our values of Innovation, Customer Service, Ambition & Ownership and are always looking for talent to add to our diverse work environment comprising of over 60 nationalities.

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