Remote Senior Complaints & Service Quality Manager

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At Al Hilal Bank we nurture a diverse, inclusive community where every voice is valued.

About the business area

We are actively seeking an ambitious professional to join our team at AHB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

• Maintains close contact with Bank Operations and Customer Service to measure and provide the feedback on level of service.
• Ensures customer service is delivered as per agreed service standards and are ethically right, transparent and adhering to Bank policies and customer.
• Ensures level of customer service is competitive vs the other banks via performing a comparison analysis.
• Reviews complaints and facilitates internal closure and closure on SANADAK portal.
• Serves as POC for SANADAK.
• Serves as point of escalation for any walk-in customer complaints.
• Reviews complaints management and customer service policies and procedures to ensure such are up to date and reflecting the market best practices.
• Amends and creates new customer complaint management policies with the aim of having comprehensive customer complaints management program including handling, tracking and escalation rules; ensuring service recovery & retention of customers.
• Executes departmental activities in accordance with agreed budgets and timescales and keeps management fully informed of any new developments in standards.
• Conducts proper analysis to identify gaps pertaining to contact points, communicate findings of the INDEX to management.
• Adheres to all local rules and regulations w/regards to Compliance, AML, KYC and Sanctions policies and procedures at all times and demonstrates behaviours, which support the Bank's core values.

Contributes to the development of employees through identifying the appropriate learning and development opportunities.

The ideal candidate should have the following experience:

• Bachelor's Degree
• Minimum of 5+ years of experience in complaints management
• Managing quality and risk
• Knowledge of Sales and Services
• Analytical Skill
• Process management
• Knowledge of credit policy

What we offer:

Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).

Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.

Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.