VP- Complaints Management ( Emiratised Role)

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry. 

JOB PURPOSE:

The role holder is responsible for managing, developing and driving cross-functional programs that help transform complaint management processes:

• To deliver a high quality comprehensive and consistent approach to dealing with complaints and dissatisfied customers across the Group.
• To capture, investigate and respond to complaints and compliments for the Group as a whole and, monitor progress against complaints.
• To proactively contribute to identifying continuous improvement initiatives, developing business intelligence to identify changes and solutions, which improve the resolution of complaints across the Group on a day to day basis for our customers.
• Collate customer satisfaction information across the group to identify opportunities for service improvement.
• Ensure complaints root cause analysis is conducted including breach of SLA /TAT.
• To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
• Manage the resolution of customer complaints, within given timescales in coordination with complaint management unit.
• Handle the most complex escalated complaints (Regulatory, Government, CBUAE …etc.) to include determination of whether legal advice is required on issues relating to complaints
• Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations
• Monitor and improve trends in complaints volume and react immediately in case of any unusual spike
• Promote governance development within and ensure feedback to the Divisions
• Share periodically the findings and work with the respective stakeholders to fix the identified gaps/pain points
• Identify areas for improvement in the quality of complaints handling and work with respective stakeholders to address
• Lead the development and maintenance of systems for the management of complaints
• Develop and deliver education and training in relation to complaints management and customer care support education initiatives
• Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance
• Contribute to the development and implementation of the bank Governance Strategy in relation to complaints
• Lead the development of specific delegated policies, procedures or guidelines relating to complaints
• Ensure that the quality of work leaving the Department is to a high standard and is appropriately disseminated throughout the organization

KEY ACCOUNTABILITIES:

Strategy Development and Implementation

• Develop and direct the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission and corporate objectives.
• Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank.
• Ensure the provision of subject matter expertise for the assigned domain and provide counsel to FAB leadership on all related areas to facilitate the achievement of FAB strategy and functional strategies.

Leadership

• Manage the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing and motivating team to maximise performance.
• Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements.
• Act as a role model and drive adherence to organisational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.
• Lead a team of N-3s, N-4s and N-5s and manage their work streams and work plans towards execution of target milestones

Change Management

• Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
• Proactively identifies and provides solutions for any strategic delivery risks and issues
• Defines and maintains list of initiatives, and cascades FAB-wide transformation initiatives into business  as required
• Articulates and strategize initiatives into an actionable roadmap across Businesses highlighted through customer complaints, or other key transformation initiatives
• Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group
• Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas

Reporting

• Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.
• Package and present progress, next steps and challenges regarding projects to the management as and when required
• Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities  
• Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)
• Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
• Proactively identifies and provides solutions for any strategic delivery risks and issues

Minimum Qualification

• Bachelor’s degree

Minimum Experience

Essential

• Proven experience in managing and motivating teams of people.
• Graduate with 5 years’ experience within customer service industry, banking in specific
• Experience of working within a Contact Centre environment
• Good knowledge of local work legislation applicable to the call centre environment.

Desirable

• Strong understanding of Contact Centre technology, electronic access methods, such as workflow management software.
• Strong understanding of Operations and Customer services processes.

Personal

• Strong problem-solving ability
• Excellent leadership capabilities for managing and motivating large teams
• Excellent interpersonal understanding
• Excellent written and spoken communication, both in English, local language is a plus
• Negotiation skills