Customer Experience Senior Manager UAE Nationals Only

Job Description

To comply with country regulations, we are looking for UAE talent to fill this role.

Job Responsibility:

• Complete ownership of Priority Customers complaints raised by various channels such as, Call Center, Social Media, Media, Senior Management, Website and Online Banking or any other channel as assigned by the Unit Manager. This includes providing timely resolution while maintaining customer satisfaction levels within the bank’s rules and regulations in addition to maintaining of necessary MIS updated and accurate.
• Focus on providing end to end resolution of complaints within TAT (98%) and increase first time resolution which in turn will reduce number of hand-off for complaints handled and reduce cost of complaints handling.
• Monitor team’s performance and ensure that all complaints are handled as per the assigned KPI throughout the resolution cycle considering the criticality and complexity of complaints handled by the team.
• Maintain strong relationship with internal & external stakeholders, as applicable, and work towards improving complaints handling processes to ensure customer satisfaction is always maintained.
• Identify opportunities to improve complaint handling process for Priority Customers to reduce number of complaints
• Increase C-Sat (Customer Satisfaction) & NPS (Net Promoter Score) of complaining Priority Customers and provide best experience.
• Utilize agreed empowerment at various levels (financial, non-financial and systems) in order to deliver enhanced complaints handling process.
• Produce and maintain reports in timely and accurate manner
• Enhance decision-making by collaborating across teams.
• Manage customers’ expectation for FP&I final investigation outcome
• Manage level one escalations from internal customers and stakeholders.
• Manage Callback leads post complaint closure and identify opportunities to improve customer journey.
  
  

Job Skills & Qualifications:

• Bachelor Degree
• 5+ years minimum experience in banking industry or in customer facing/complaints handling unit
• UAE National with Family Book
  
  

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 Shari'a 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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