Join our team as a Manager Complaints, focusing on enhancing customer satisfaction and ensuring regulatory compliance within the Service Quality Department. This key role involves leading customer support initiatives and managing grievance ecosystems to deliver exceptional service.
Eligibility / Qualification Required:
- Minimum Education: Bachelor’s degree, preferably a Master’s from an HEC-recognized institute/university.
- Added Advantage: Qualification in Islamic Finance will be an added advantage.
- Required Skills:
- FTF (Face-to-Face) communication, Business Conduct & compliance expertise.
- Real-time operations & TAT (Turnaround Time) management.
- RCA (Root Cause Analysis), AHT (Average Handling Time) & FCR (First Contact Resolution) management skills.
- Team coaching & empathetic communication.
- Required Experience: More than 10 years of relevant work experience, with at least 5 years in a managerial role.
- Key Responsibilities:
- Designing and managing end-to-end complaint handling while ensuring regulatory compliance and exceeding customer expectations.
- Monitoring KPIs, complaint trends, and grievance channels to maintain FTF and service quality standards.
- Owning the end-to-end customer experience across a high-throughput grievance ecosystem.
- Resolving high-priority customer complaints and improving the overall grievance experience.
- Leading team training on products, service updates, and SBP regulations to ensure effective resolutions.
General Conditions:
General conditions for this position are not specified in the provided text. Please refer to the original job posting for further details.
How to Apply:
Application submission details are not specified in the provided text. Please refer to the original job posting for application instructions.