Customer Experience Senior Manager (UAE Nationals Only)

Emirates Islamic Bank
Dubai
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsEducation: bachelorsSkills: ["Customer satisfaction focus","Stakeholder management","Process improvement","Decision support","Reporting"]

Own end-to-end handling of Priority Customers’ complaints across channels (call center, social media, media, senior management, website, and online banking). Ensure timely resolutions within TAT (98%) while improving first-time resolution, reducing hand-offs and costs, and meeting KPIs. Lead performance monitoring, manage escalations and callbacks post-closure, strengthen stakeholder relationships, and continuously improve complaint handling processes to raise C-Sat and NPS.

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FursaFursa
Emirates Islamic Bank
Emirates Islamic Bank
2 days ago

Customer Experience Senior Manager (UAE Nationals Only)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own end-to-end handling of Priority Customers’ complaints across channels (call center, social media, media, senior management, website, and online banking). Ensure timely resolutions within TAT (98%) while improving first-time resolution, reducing hand-offs and costs, and meeting KPIs. Lead performance monitoring, manage escalations and callbacks post-closure, strengthen stakeholder relationships, and continuously improve complaint handling processes to raise C-Sat and NPS.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Take complete ownership of Priority Customers’ complaints raised through multiple channels and ensure timely resolution within bank rules and regulations
  • •Improve end-to-end complaint resolution (TAT 98%) and increase first-time resolution to reduce hand-offs and complaint handling cost
  • •Monitor team performance and ensure complaints are handled per assigned KPIs throughout the resolution cycle
  • •Maintain internal and external stakeholder relationships and manage expectation for FP&I final investigation outcomes
  • •Manage level-one escalations and callback leads post complaint closure; identify opportunities to improve the customer journey

Pay and Benefits

Perks:Annual LeaveHealth Insurance

Key Requirements

  • •Bachelor degree
  • •5+ years of experience in the banking industry or in a customer-facing/complaints handling unit
  • •UAE National (with Family Book)
  • •Ability to manage complaints end-to-end and maintain compliance with bank rules and regulations
  • •Experience producing timely, accurate MIS reports and improving complaint handling processes
Experience:5+ yearsBankingCustomer serviceComplaints handling
Education:Bachelor's
Skills:Customer satisfaction focusStakeholder managementProcess improvementDecision supportReporting

Eligibility

Nationality:UAE National

Company Brief

Emirates Islamic Bank
Emirates Islamic is a Shari’a-compliant UAE bank offering personal, business and corporate banking, digital banking services, and Islamic finance products. Launched in 2004, it is part of the Emirates NBD Group and operates across the UAE.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: Dubai, United Arab Emirates
Founded: 2004
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