Mashreq Bank
Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group
🇦🇪 UAE, UAE🏢 On-site
RCACustomer ExperienceData AnalyticsAgileCSATProcess Improvement
At a Glance
- Category
- 📢 Marketing & Sales
- Level
- Senior
- Type
- Full-time
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Key Result Areas
- Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps.
- Develop actionable insights and recommendations to address recurring customer pain points.
- Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
- Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.
- Leverage data analytics and customer insights to support process change proposals.
- Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.
- Lead quality assessment exercises, ensuring adherence to resolution best practices.
- Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.
- Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
- Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.
- Track the impact of implemented changes, ensuring sustained improvements.
- Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.
- Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.
- Provide quarterly and monthly updates on complaints reduction initiatives and their impact.
- Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.
- Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience
Responsibilities
- •Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps.
- •Develop actionable insights and recommendations to address recurring customer pain points.
- •Work with cross-functional teams to facilitate process enhancement projects that improve customer experience.
- •Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.
- •Leverage data analytics and customer insights to support process change proposals.
- •Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.
- •Lead quality assessment exercises, ensuring adherence to resolution best practices.
- •Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.
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75% Get Thrown Out
- See if your CV gets past the software before Mashreq Bank reads it
- Get every weak line rewritten
- Download a CV written for the Gulf
Free check in 60 seconds. Fixes $5.88 one-time, only if you want them.
GCC Info
Company
Mashreq Bank
5000+ employees
Mashreq Bank offers a wide range of banking products and services, including retail, corporate, and investment banking. It serves individuals and businesses across the UAE and internationally.