Customer Experience Complaints Manager (UAE National Only) (Dubai, Dubai, AE, -)

HSBC
Dubai
Full timeFunction: Customer Success & Account ManagementExperience: 1+ yearsSkills: ["Listening","Communication","Interpersonal skills","Relationship building","Stakeholder management","Customer communication","Coaching","Problem analysis","Process improvement"]

Manage and resolve customer complaints and queries across multiple channels, ensuring adherence to the UAE complaints handling procedure. Lead fair, consistent, and timely investigations, drive root-cause fixes, and improve loyalty. Coordinate complaint intake across UAE inboxes and distribution teams, including branch and contact center stakeholders, while handling aged cases with clear ownership. Coach complaint handlers through training and improve frontline capability through visits, shadowing, and process initiatives.

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FursaFursa
HSBC
HSBC
4 days ago

Customer Experience Complaints Manager (UAE National Only) (Dubai, Dubai, AE, -)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Manage and resolve customer complaints and queries across multiple channels, ensuring adherence to the UAE complaints handling procedure. Lead fair, consistent, and timely investigations, drive root-cause fixes, and improve loyalty. Coordinate complaint intake across UAE inboxes and distribution teams, including branch and contact center stakeholders, while handling aged cases with clear ownership. Coach complaint handlers through training and improve frontline capability through visits, shadowing, and process initiatives.
Location: Dubai
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Manage and resolve customer complaints and queries across multiple channels in line with the UAE Complaints Handling procedure.
  • •Conduct root-cause analysis, identify service gaps, and escalate themes to prevent recurrence.
  • •Uplift frontline complaint-handling capability by partnering with distribution teams through branch visits, shadowing, coaching, and service improvements.
  • •Drive aged complaint resolution, including SLA breaches (30/60+ days), ensuring clear ownership and momentum.
  • •Train and coach complaint handlers and communicate with customers professionally via email/letters, phone, and face-to-face.

Key Requirements

  • •Degree required to obtain a UAE work permit.
  • •Strong knowledge of Retail/Personal Banking products, services, and procedures, including assets & wealth, lending, and support services.
  • •Strong complaint-handling capability and financial crime awareness.
  • •Minimum 12 months in a customer-facing role or handling customers directly.
  • •Fluent written and spoken English, with excellent listening, speaking, and interpersonal skills.
Experience:1+ yearsBankingRetail bankingPersonal bankingCustomer supportComplaints handlingFinancial crime
Skills:ListeningCommunicationInterpersonal skillsRelationship buildingStakeholder managementCustomer communicationCoachingProblem analysisProcess improvement
Languages:English
Tech Stack:HUBSFEEChampsSTPIQ AdvanceGWIS GoldSplunkOMTGDIGPSGPS ArchiveGPIComplaint Management System (CMS)Digital toolsPC/laptops

Eligibility

Nationality:UAE National

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn