To handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers

To administer, co‑ordinate, monitor and report on the above

To perform in‑depth and true RCA (root‑cause analysis) to get to the bottom of problems impacting our customers

To maintain courteous, proactive and resolution oriented relationship with all interacting units/ departments of the bank in order to ensure complete resolution of customer complaints

To visibly improve customer satisfaction scores and related survey results through complaint resolution

Key Result Areas

To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs

To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points – branches, MOL, emails, mail...