Consumer Happiness Manager SUNDUS MANAGEMENT CONSULTANCY & STUDIES BUREAUL.L.C

OPERATIONAL: Oversee the establishment and operation of effective customer services, website, online complaints and complaint management systems for all Sanadak consumers to seek resolution to their issues and concerns. Manage and reengineer; the workflows to achieve the operational KPIs for the department, processes of Sanadak relating to consumer complaints, ensuring that it is timely and relevant, and that it effectively addresses the consumers concerns in conformance with the applicable Sanadak standards. Oversee the services provided and continuosly improve the processes of logging and investigating consumer issues and complaints. Escalating (if appropriate) any matters to the management or relevant authorities for a timely and orderly resolution.Lead the activities that aim at promoting public understanding of consumer rights across the UAE, ensuring that both consumers, licensed financial institutions and insurance companies understand consumer protection standards and requirements. Set up and maintain customer service methodology and service standards to meet SANADAK expectations. Supervise the development and dissemination of customer service material to assist consumers in navigating Sanadak’s services including information on Main service channels. Consumer rights and responsibilities. Ensure the following key focus areas form part of daily activity: Staff productivity and performance. Manage and lead different assignment projects related to consumer protection. Act as focal point to escalate to the management all the customer service issues , challenges with detailed analysis reports.Apply high quality standard of customer service. Responsible for managing and leading a team of call centre agents and Service centre consumer operations. This includes training new Staff, setting performance expectations, conducting regular performance evaluations, and providing coaching and feedback to help them succeed in their roles. Lead continuous improvement initiatives aimed at enhancing the customer experience. Identify areas for improvement based on customer feedback and collaborate with cross-functional teams to implement changes. Provide exceptional customer service, to obtain recognised national awards and positive outcomes from mystery shopping exercises. Responsible for implementing crisis management protocols during emergencies, ensuring the safety and well-being of call centre agents as well as the Consumer Happiness Officers, and maintaining business continuity. Perform any other duties outside the scope as and when required.

PEOPLE DEVELOPMENT: Guide and motivate subordinates to enhance performance and produce quality work, and ensure that the staff continuously improve for higher-level roles. Ensure return on investment is applied on the training program by the entity. Ensure we are fully engaged with all the parties and internal / external stakeholders Provide coaching, guidance and mentoring as required to enhance the internal capabilities.