Customer Experience Manager (UAE National Only)
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Key skills for this role
About the Role
HSBC seeks a Customer Experience Manager for Corporate and Institutional Banking in Dubai. The role handles complaint resolution, process improvements, and service quality. Requires customer service management experience and strong analytical skills.
Key Skills for This Role
Responsibilities
- Turn customer complaints into positive outcomes by delivering consistently high service and strengthening customer loyalty
- Provide competent, consistent standard of customer service across a wide range of communication channels and customer needs
- Resolve complaints within agreed and regulated Service Level Agreements (SLAs)
- Support front line teams with day to day queries on complaint handling and system troubleshooting
- Manage enquiries and complaints received via the generic mailbox
- Own and resolve high profile escalations (CEO Office, Senior Management, media and other channels), ensuring strong outcomes and excellent customer experience
- Analyze complaint themes to identify root causes, recommend practical improvements, and provide well reasoned service enhancement proposals
- Use customer feedback to spot service gaps and implement targeted recovery and improvement actions
- Perform Quality Assurance reviews on complaint cases and provide coaching and guidance to complaint owners on best practice handling
- Partner with internal stakeholders to drive service improvements
- Produce and distribute pending complaints reports to relevant owners and action parties to ensure timely follow up
- Train and support front line colleagues in resolving complex complaints
Requirements
- Graduation degree essential for UAE visa and work permit; attestations and equivalency required if from outside UAE
- Demonstrated experience in customer service management or closely related role
- Strong analytical capability to spot trends and determine root causes
- Excellent written and verbal communication with strong interpersonal skills
- Ability to perform effectively under pressure while managing multiple priorities
- Proactive, solutions focused mindset with track record of driving process improvements
Full Job Posting
Overview
- The Customer Experience Manager ensures customer complaints are handled efficiently and professionally, driving timely resolutions and supporting positive overall customer experience. The role also takes a proactive approach to spotting recurring issues and recommending process improvements.
Duties & Responsibilities
- Turn customer complaints into positive outcomes by delivering consistently high service and strengthening customer loyalty.
- Provide a competent, consistent standard of customer service across a wide range of communication channels and customer needs.
- Resolve complaints within agreed and regulated Service Level Agreements (SLAs).
- Support front line teams with day to day queries on complaint handling and system troubleshooting.
- Manage enquiries and complaints received via the generic mailbox.
- Own and resolve high profile escalations (CEO Office, Senior Management, media and other channels), ensuring strong outcomes and excellent customer experience.
- Analyze complaint themes to identify root causes, recommend practical improvements, and provide well reasoned service enhancement proposals.
- Use customer feedback to spot service gaps and implement targeted recovery and improvement actions.
- Perform Quality Assurance reviews on complaint cases and provide coaching and guidance to complaint owners on best practice handling.
- Partners with internal stakeholders (departments, Product Heads, Relationship Managers and Branch Managers) to drive service improvements.
- Produce and distribute pending complaints reports to relevant owners and action parties to ensure timely follow up.
- Train and support front line colleagues in resolving complex complaints.
Experience & Qualifications
- A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up to date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)
- Demonstrated experience in customer service management or a closely related role.
- Strong analytical capability, with the ability to spot trends and determine root causes.
- Excellent written and verbal communication, with strong interpersonal skills.
- Able to perform effectively under pressure while managing multiple priorities at once.
- Proactive, solutions focused mindset with a track record of driving process improvements.
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