Head, Client Care Unit

Job description / Role

The Head Client Care unit will be reporting to Head of Client Experience with responsibilities of planning, coordinating, and managing activities of the complaint resolution and client care teams.

Roles and Responsibilities
• Lead different projects which are impacting client experience due to complaints, identify and prioritize high-impact opportunities to fix the processes.
• Proactively manage the complaints which may have been caused due to some systemic errors through constant monitoring of critical processes.
• To support retail business in terms of improving client experience and overall customer service by managing end to end cycle of capturing the actual 'Voice of Customer' (VOC) through complaints
• Share deep-dive root cause analysis of reasons for customer dissatisfaction and drive discussions around appropriate improvement activity.
• Lead a cross-functional monthly (at least) meeting to review progress with the Business Units to discuss complaints and their resolution to improve quality.
• Lead on the management of the complaints, enquiries and regulator cases within the organisation at all stages. Work with all business stakeholders to eliminate service failures and resolve complaints within agreed timescales.
• Provide detailed analysis to senior managers on handling and lessons learnt and influence the future actions of service areas to improve performance, overall customer satisfaction with the complaints process and reduce cost of complaints by resolving first time.
• Ensure that the complaints policies and procedures guidelines are followed, make recommendations for improvements and ensure that any changes deemed necessary by the business are implemented.
• Conduct quality assurance on the standards of complaints resolution, correspondence and handling.
• Produce weekly, monthly and quarterly complaints performance reports, update complaints KPI's and provide reports for senior management.
• Use complaints best practice and recommendations to improve future service delivery and liaise with the client experience team regarding any potential areas for service reviews to take place.
• Responsible to provide actionable recommendations, based on data analysis on complaints. Also seek business input in terms of meaningful action plans and their implementation.
• Closely work with the frontline including call center, branches and other frontline channels

Requirements

• Managed a team of minimum 10 members.
• Complaint Management or handling disputes/ issues as a team leader is preferred.
• Masters in Business Administration
• Proficient in advance Microsoft Power Point and Excel (formulas, macros and pivot tables)
• Excellent communication skills verbal and written - client interaction experience is a must
• Minimum 5+ years financial, banking services industry experience
• Demonstrated passion for root cause analysis
• Ability to analyze key performance metrics, preparing data-driven analytical decisions

Proposition 1 - A diverse culture
We are committed to building a culture that fosters a diverse and inclusive environment that's free from bias, where everyone can realise their full potential and make a positive contribution. This is just one of our values that is expressed in our brand promise - here for good. Apply Now.

About the Company

Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah. The Group’s business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region. In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.

Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries. The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.

In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.