Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group
Mashreq
On-siteFull TimeMid LevelFinance & Banking
Posted 1 day ago1d agoApply link checked 15 hours ago
Why we think you can apply
- Employer country
- United Arab Emirates
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- The employer's office · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 1 day ago · apply link checked 15 hours ago
About the role
Responsibilities
- Conduct thematic root-cause analysis (RCA) of customer complaints to identify gaps in processes, systems, policies, and people
- Collaborate with stakeholders to drive process optimization initiatives and reduce recurring complaints
- Improve customer satisfaction scores (CSAT) by analyzing feedback and identifying service quality opportunities
- Facilitate training, coaching, and feedback sessions for complaint-handling agents
- Manage governance of the complaints handling team to ensure adherence to regulatory standards and internal policies
- Prepare and present insightful reports and decks on thematic trends to senior leadership
Requirements
- 5+ years of experience in complaints management, customer experience, quality assurance, or process improvement
- Proven ability to conduct in-depth RCA and derive meaningful insights from complaint data
- Strong knowledge of complaints regulatory frameworks and industry best practices
- Advanced skills in Microsoft Excel and PowerPoint
- University degree
Preferred Qualifications
- Knowledge of Lean, Six Sigma, or other continuous improvement methodologies
- Experience in mentoring and upskilling teams to improve complaints handling quality
What we look for
- 5+ years experience in complaints management or customer experience
- Experience in CSAT trend analysis
- Root-cause analysis (RCA) skills
- Knowledge of regulatory frameworks
- Advanced Microsoft Excel and PowerPoint
- University degree
Microsoft ExcelMicrosoft PowerPointLeanRoot Cause AnalysisSix SigmaCSAT
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Mashreq
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