Customer Experience Assistant Manager (UAE Nationals Only)

Emirates Islamic Bank
Dubai
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsEducation: bachelorsSkills: ["Customer satisfaction","Process improvement","Stakeholder management","Reporting","Problem resolution"]

Own end-to-end resolution of Priority Customers’ complaints across multiple channels, ensuring timely outcomes and high customer satisfaction within bank rules. Manage customer contact throughout the resolution cycle based on KPI targets and complaint criticality, while maintaining accurate MIS reports. Improve complaint-handling processes, increase first-time resolution, and drive C-Sat and NPS for Priority Customers using assigned empowerment levels.

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FursaFursa
Emirates Islamic Bank
Emirates Islamic Bank
1 day ago

Customer Experience Assistant Manager (UAE Nationals Only)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Own end-to-end resolution of Priority Customers’ complaints across multiple channels, ensuring timely outcomes and high customer satisfaction within bank rules. Manage customer contact throughout the resolution cycle based on KPI targets and complaint criticality, while maintaining accurate MIS reports. Improve complaint-handling processes, increase first-time resolution, and drive C-Sat and NPS for Priority Customers using assigned empowerment levels.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Provide end-to-end ownership of Priority Customers’ complaints from intake channels including call center, social media, media, senior management, website, and online banking.
  • •Ensure timely resolution while maintaining customer satisfaction in line with bank rules and regulations, including meeting KPI expectations throughout the cycle.
  • •Improve first-time resolution to reduce hand-offs and complaint handling cost.
  • •Maintain strong internal and external stakeholder relationships and work to improve complaint-handling processes.
  • •Increase C-Sat and NPS for Priority Customers and produce accurate MIS reports.

Pay and Benefits

Perks:Annual LeaveHealth InsuranceLearning Budget

Key Requirements

  • •Bachelor’s degree.
  • •3+ years of experience in the banking industry or in a customer-facing/complaints handling unit.
  • •Ability to complete ownership of Priority Customers’ complaints raised through multiple channels.
  • •Strong focus on end-to-end complaint resolution within defined turnaround times (TAT).
  • •Ability to produce and maintain timely, accurate reports (MIS).
Experience:3+ yearsBanking
Education:Bachelor's
Skills:Customer satisfactionProcess improvementStakeholder managementReportingProblem resolution

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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