Emirates Islamic Bank
Customer Experience Assistant Manager (UAE Nationals Only)
🇦🇪 UAE, UAE🏢 On-site
Customer ExperienceBankingComplaint HandlingMIS ReportingKPI ManagementCustomer Satisfaction
🌙 UAE Nationals Only
At a Glance
- Category
- 🏦 Finance & Banking
- Level
- Mid-Level
- Type
- Full-time
Stand Out
- Get to the top of Emirates Islamic Bank's applicant pile
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60 seconds. $5.88 one-time.
To comply with country regulations, we are looking for UAE talent to fill this role.
Job Responsibility:
- Complete ownership of Priority Customers complaints raised by various channels such as, Call Center, social media, Media, Senior Management, Website and Online Banking or any other channel as assigned by the Unit Manager. This includes providing timely resolution while maintaining customer satisfaction levels within the bank’s rules and regulations in addition to maintaining necessary MIS updated and accurate.
- Focus on providing end to end resolution of complaints within TAT (90%) and increase first time resolution which in turn will reduce number of hand-offs for complaints handled and reduce cost of complaints handling.
- Ensure that all customers are contacted as per assigned KPI throughout the resolution cycle considering the criticality and complexity of complaints handled by the Assistant Manager.
- Maintain strong relationship with internal & external stakeholders, as applicable, and work towards improving complaints handling processes to ensure customer satisfaction is always maintained.
- Identify opportunities to improve complaint handling process for Priority Customers to reduce number of complaints
- Increase C-Sat (Customer Satisfaction) & NPS (Net Promoter Score) of complaining Priority Customers and provide best experience.
- Utilize agreed empowerment at various levels (financial, non-financial and systems) in order to deliver enhanced complaints handling process.
- Produce and maintain reports in timely and accurate mannerJob Skills & Qualifications:
- Bachelor Degree
- 3+ years minimum experience in banking industry or in customer facing/complaints handling unit What we offer you:
- Competitive salary package
- Strong emphasis on work-life balance and wellbeing across the bank
- World-class Learning & Development platform and career development
- Generous annual leave entitlement and Private Healthcare
- Preferential banking facilities for employees
Requirements
- •UAE National only
- •Bachelor Degree
- •3+ years minimum experience in banking industry or customer-facing/complaints handling unit
Responsibilities
- •Take complete ownership of Priority Customer complaints from various channels (Call Center, social media, website, etc.)
- •Provide timely resolution while maintaining customer satisfaction within bank regulations
- •Maintain accurate and updated MIS reports
- •Ensure end-to-end resolution of complaints within TAT (90%)
- •Increase first-time resolution rates to reduce hand-offs and costs
- •Contact customers as per assigned KPIs throughout the resolution cycle
- •Maintain strong relationships with internal and external stakeholders
- •Identify opportunities to improve complaint handling processes and increase C-Sat/NPS
Browse Similar
Stand Out
- Get to the top of Emirates Islamic Bank's applicant pile
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $5.88 one-time.
Benefits Package
🏠Housing
✈️Flights
🏥Medical
🎓Education
🚗Transport
💰Gratuity
🎯Bonus
📦Relocation
GCC Info
🌙 UAE Nationals Only
Company
Emirates Islamic Bank
1000-5000 employees
Emirates Islamic Bank offers a comprehensive range of Sharia-compliant banking products and services for individuals and businesses. It serves customers across the UAE.