Job Description

Key responsibilities:

Prepare and present Daily and Monthly Service Dashboard

To deliver a high quality comprehensive and consistent approach to dealing with complaints, request, and inquiries for Clients

To improve SLA

To capture, investigate and respond to escalated complaints, request and inquiries and monitor progress against complaints.

To proactively contribute to identifying continuous improvement initiatives, to identify changes and solutions, which improve the resolution of complaints, request and inquiries

Collate Client satisfaction information to identify the success of our service provision and identify opportunities for service improvement.

Oversee complaints root cause analysis including service requests and requests.

To be an effective communicator and ensure all complaints, request and complaints are acknowledged in a timely manner and client are kept informed throughout the complaint process.

Handle the resolution of client complaints and requests

Monitor and improve trends in complaints, request and inquiries 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

Desired Candidate Profile

Experience & Qualifications:

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

Bilingual Arabic & English

Expert on Microsoft skills (PPT and Excel )

2 years of experience in a bank with exposure to Customer Service , with at least 1 year in a similar position.