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Assistant Manager Complaints Management

National Bank of Dubai

7 - 8 years Dubai - United Arab Emirates

Any Graduation. Any Arabic National, Any GCC National, Emirati (UAE)

, Posted on June 12, 2018 1 Opening

Job Description

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* Grade: M Title: Assistant Manager-Personal Banking Nationality: UAE NATIONALS ONLY
Job Purpose: In assigning the queues, effectively managing complaints and ensuring to provide timely resolution.
In assisting the team and managing the escalations in the absence of the Manager. Ensure to implement ideas and fixing process gaps while
handling complaints. Placing request and managing Service recoveries for the team focusing on customer satisfaction.
Assisting the Manager in improving the sampling scores of the team. Improving the CSAT scores ensuring good relationship
maintained internally and customer satisfaction maintained.
Job Requirements:
Ensure timely resolution of complaints while maintaining high levels of customer satisfaction.
Ensuring to build a positive rapport with branches, departments and units who are assisting in the resolution of the complaint.
Assisting the team in resolving complaints before reaching escalation and identifying process gaps for further improvement. To focus on providing FTR for complaints received. Focus on reducing number of handoffs and assist the Manager in improving complaints handling process.
To check and report the productivity of the complaints handled by the team member to the Manager. Ensuring to maintain quality while handling complaints.
Assist the team members and play a role in improving the team performance.
Playing a role to manage the diversity within the team and helping the team members to be more engaged. Assisting the team with initiatives for the team.
Report any operational product or system issues and ensure implementations of remedy action.
Ensure to take necessary approvals and document entire communication.
Taking up the initiative to place orders for service recoveries after obtaining necessary approval and maintaining the stock and replenish as and when required.
Handling and assisting the team with regard to escalated complaints and manage communication with Dept. Heads to ensure speedy resolution. Monitor staff complaints received and ensure proper follow up is made with the necessary unit s branches. Identify the gaps and liaise with the unit heads to avoid
such incidents in future. Manage the staff complaints MIS to be submitted every month to retail getting the inputs from CLM.
Monitor the centralized parameters and ensuring to reduce the
TAT liaising with the respective stake holders.

Industry Type : Banking / Financial Services / Broking
Functional Area : Administration

Desired Candidate Profile

Graduate Experience, Skills & Knowledge:
in following areas: Process improvements, Customer Service, Negotiation,
Analytical and interpersonal competencies.
7-8 years
banking experience especially in areas of customer service and operations
Expertise in Banking and Financial Services
Banking Operations and Customer Service Delivery Team Player
willing to learn and adapt to situations
Able to handle pressure and stress


Mis Financial Services Analytical Operations Remedy Personal Banking Customer Service Delivery Customer Satisfaction Complaint Handling Banking Operations

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National Bank of Dubai

Emirates NBD was formed in the year 2007 with the merger between Emirates Bank International (EBI) and the National Bank of Dubai (NBD). Headquartered in Dubai, Emirates NBD is one of the leading banking groups in the Gulf region specializing in wealth solutions, banking solutions, mobile banking , etc., for individuals, corporates, and businesses. Over the years it has earned several awards and accolades of which some of the recent ones are listed below:

• Won global recognition at RBI 2018 Global Awards, 2018;

• Named Best Retail Bank in the Middle East by The Asian Banker, 2018;

• Named The Banker’s ‘Bank of the Year – UAE’ for the third consecutive year in 2017;

• Named Banking Company of the Year by Gulf Business, 2017; and many more.

The banking institution’s vision is to become a leading and globally recognized financial services provider. Towards this end, it is committed to consistently making its customers’ lives simpler by offering solutions that help accomplish their financial objectives.

As an employer, Emirates NBD is committed to the personal and professional growth of its people. In fact, the institution firmly believes that, both the growth of its employees and business goes hand in hand. It offers excellent salaries, compensation packages, and perks along with numerous learning and development programs for continuous growth of its employees.

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