Job closed
Ref: LP452-666
Job description / Role
• Supervising the team handling the customer feedback analysis (Complaints and NPS).
• Overseeing the day to day customer retention process.
• Maintaining ISO 9001:2015 & OHSAS 18001 certificate by attending to all observations and ensuring that all ADCP units are complying with the standards.
• Assisting in producing the monthly reports and presentations
• Receive feedback from 50, 000+ ADCP external customers via all available channels.
• Investigate and resolve all minor/routine/complex/ customer complaints in Arabic or English.
• Produce recommendations to Senior Management highlighting Corrective Actions to stop complaints from recurring in the future and avoid potential problems.
• Ensure that complaints received are handled in a professional and diplomatic manner by ADCP employees and fully documented as per the procedure.
• Review all allocated cases and update on a daily basis to ensure effective tracking of complaints until resolution and ensure regular status reports are given to the customer and recorded on the system.
• Implementing immediate/corrective action to resolve issues to customer’s satisfaction.
• Submit all reports as per the department requirement on the agreed time.
• Ensure all customer complaints are resolved in timely and professional manner in coordination with different group, divisional and departmental Heads and customer satisfaction is obtained.
• Maintain quality of Documentation and Data integrity.
• Work with Risk and Control to ensure that adequate risk and control measures are incorporated in the SOPs and processes.
• Make improvements or changes to procedures and conduct business process re-engineering in order to maintain integrity of processes, prevent fraud and mitigate financial, operational and reputational risk/.
• Ensure satisfactory and accurate investigation is maintained.
• Producing the monthly reports and presentations and submit all reports as per the department requirement on the agreed time:
- Complaint report.
- NPS report.
- CEO/COO dashboard.
- Customer Retention report.
- ADCP/ADCB board member report.
• Deputise the Operation Manager in their absence or as directed by head of operation.
• Undertake Internal Quality Audits on various departments and branches as specified by the Management Representative if part of the Quality Team.
• Investigate and manage GM and CEO office Complaints as directed by the Operation Manager.
Requirements
• To develop and implement ADCP wide policy and procedures in compliance to risk, fraud and internal control requirements in order to ensure operations and processes in all areas of ADCP are consistent and unified
• Bachelor’s degree in Business or related field from a reputable University
• Professional / Technical qualifications / Diplomas
• At least 2 years of experience in operations and in management reporting
About the Company
ADCB is a full-service commercial bank offering a wide range of products and services such as retail banking, wealth management, private banking, corporate banking, commercial banking, cash management, investment banking, corporate finance, foreign exchange, interest rate and currency derivatives, Islamic products, project finance, and property management services.