Manager - Customer Experience

To manage the Bank wide customer service agenda, overseeing and tracking through to successful conclusion, the handling of all customer complaints escalated or originated from senior levels within the Bank, UAE Central Bank (CBUAE) or from other Government agencies and designated VIP clients in order to drive resolution of prioritised customer service issues.

• Review feedback and analyse the data received from ADCB customers via Bank channels and acknowledge receipt of customer complaints to ensure trends are identified and potential solutions raised.
• Oversee the investigation of all received minor/routine/complex customer complaints in Arabic or English, following these through to successful conclusion to ensure the process follows the Banks required standards.
• Personally handle and resolve complaints for High Net Worth (HNW) category in Arabic or English, liaising with respective Relationship Managers (RMs) or resolution and service recovery to ensure each complaints is dealt with according to the Banks standards and to the customers satisfaction.
• Collaborate with branch personnel and Head Office (HO) departments in order to manage the resolution of customer complaints within the specified turnaround time and to achieve service recovery
• Liaise with the respective RMs for all business Banking (commercial/corporate) complaints to ensure the appropriate corrective/preventative action is implemented and the RM obtains service recovery
• Follow all complaints received to ensure they are handled in a professional and diplomatic manner by Bank employees and fully documented as per the procedure
• Review all allocated cases on Remedy 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
• Oversee the Bank’s service ‘chain’ activity and interaction using tools such as ITQAN in order to drive service recovery
• Manage the investigation process reviews to improve customer service and satisfaction by using appropriate quality and service tools, working with internal and external stakeholders to ensure year-on-year improved service quality metrics and reporting across ADCB
• Manage the implementation and maintenance of all change initiatives impacting service delivery to customers are in accordance with the stated service strategy to ensure consistency across the Bank
• Represent the ‘voice of the customer’ and ensure it is heard and acted upon at all levels of the Bank to ensure Bank wide participation and understanding of customer issues/trends
• Co-ordinate with the Bank’s Compliance team and support the CSO for all reporting and meetings with CBUAE on service-related issues to ensure any service related regulations or remediation plans mandated by Central Bank are fully implemented across ADCB
• Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders
• Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the Bank’s standards
• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions