JOB PURPOSE: To deliver a high quality comprehensive and consistent approach to dealing with complaints and dissatisfied customers across the Group.

• 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.
• Oversee complaints root cause analysis including breach of SLA /TAT for service requests.
• 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...