Customer Experience Complaints Manager

2 weeks ago


United Arab Emirates HSBC Full time

  • Job description

Customer Experience Complaints Manager (UAE Nationals Only K583

Some careers grow faster than others.

If you are looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.

Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.


Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world's largest global wealth managers with USD1.4 trillion in assets.

Our resolute colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors, and ultra-high-net-worth individuals.

We provide products and services such as bank accounts, credit cards, personal loans, and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers' needs.

We are currently seeking an ambitious individual to join our Wealth and Personal Banking team working together to provide a world class service to our most valuable clients.


In this role, you will:

  • Manage all complaints and queries received through Distribution Teams, social media and Customer Experience UAE Inbox and HSBC UAE Help Inbox.
  • Identify service deficiencies / gaps root cause of issues and highlight them to ensure nonrecurrence.
  • Undertake initiatives with Branches/CSUs/RCC to improve the staff related issues, by conducting branch visits, shadowing of frontline roles, coaching staff to improve their job skills, behavior, and attitude towards customers.
  • Highlight areas of improvement in the bank's various processes in an effort to improve the customers' experience.
  • Assist the bank with ensuring that long standing complaints are resolved as quickly as possible. (Such as those breaching SLA more than 30 and 60 days).
  • Train and coach, all complaint handlers (such as Frontline staff), whenever required, on how to handle complaints, by providing training sessions for groups and for individuals.
Requirements

To be successful in the role, you should meet the following requirements:

Knowledge / Experience

  • Bachelor Degree is mandatory for UAE Visa and Work Permit
  • Knowledge of Personal Banking Products, Services and Procedures in Retail Banking such as
  • Assets and Wealth - Accounts, Demand Deposits, Investment, and Insurance
  • Lending - Credit Card, Personal Loan, Auto Loan and Home Loan
  • Support Services
  • Complaint Handling
  • Financial Crime
  • Excellent communication (listening and speaking) and interpersonal skills.
  • Demonstrate ability to handle customers or has been in a customer facing role.
  • Demonstrate ability to rapidly build relationship with key stakeholders at all levels in the organization.

You'll achieve more at HSBC.
HSBC is committed to building a culture where all employees are valued, respected and opinions count.

We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.

  • United Arab Emirates Majid Al Futtaim Full time

    Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region,...


  • United Arab Emirates Allianz Partners Full time

    We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer facing brands...


  • United Arab Emirates HSBC Full time

    Service Quality Assurance and MI Manager (UAE National) (ID: 0000J00F)Some careers shine brighter than others.If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and...


  • United Arab Emirates Serco Plc Full time

    Make a difference every dayJob OpportunityThe purpose of the role is to provide world class customer service to customers and to assist the Operations teams and service partners in delivering the best possible operational standards in all aspects of the passenger journey.Key accountabilitiesCustomer service provision and assisting customers with...


  • United Arab Emirates Alshaya Full time

    Customer Service Officer - Group Customer Service UAE:Job Number:Work type: Permanent Full TimeLocation: UAECategories: Mid-Senior LevelJob Title: Customer Experience Executive - Community ManagementAs a CX Executive, you will be responsible for monitoring and analyzing customer feedback across social media channels and engaging with our customers to...


  • United Arab Emirates Trukker Full time

    TruKKer is Middle East's 1st and largest on-demand truck aggregator. TruKKer is transforming the fragmented logistics market to make it standardized, transparent and efficient by leveraging the power of technology. We are driving adaptation of technology at the lowest levels of business i.e the drivers. We are the front runners of introducing technology to...


  • United Arab Emirates InterContinental Full time

    About usAs the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective...


  • United Arab Emirates Malabar Group Full time

    Job CodeINTLMGD1078DesignationCustomer Relation ExecutiveBusiness VerticalINTL_Malabar Gold & DiamondsJob SummaryGreet and welcome customers to the jewellery store in a friendly and professional manner.Assist customers in their jewellery selection by providing product information, explaining features and benefits, and suggesting suitable options based on...


  • United Arab Emirates ExecuJet-MRO Full time

    JOB PURPOSE:ExecuJet MRO Services is currently seeking a suitably qualified Customer Support Manager to ensure and maintain the highest level of MRO customer satisfaction.KEY RESPONSIBILITIES:The Customer Support Manager's role is to ensure the highest level of customer satisfaction throughout the maintenance process, while ensuring coordination of large...


  • United Arab Emirates Emirates NBD Full time

    As a Customer Care Advisor at Emirates NBD, your role is toProvide exceptional customer service, addressing inquiries and concerns, promoting banking products and services, and ensuring overall customer satisfaction while adhering to banking regulations and policies. To provide consistently an excellent service to all customers for their banking needs. The...


  • United Arab Emirates Majid al Futtaim Properties Full time

    CS Manager - Quality & TrainingRole Purpose: The position is to own the leading of the quality function across the SMBU Team. This includes driving the establishment and maintenance of standards in the Customer service and noncustomer service executions across our malls in all our markets.Role Details - Key Responsibilities and Accountabilities: Lead overall...


  • United Arab Emirates The Expert House LLC Full time

    Industry - Real Estate | Function - SalesJob Purpose - Responsible for proactively market and promote completed and off-plan properties to existing clients and potential investors globally. An aggressive Sales person with an attitude of closing the deals.Language Required - Chinese, Russian and Italian ONLYFunctional Accountability - Achieve allocated sales...


  • United Arab Emirates Talent Pal Full time

    Now Hiring: Customer Relationship ManagerLocation: Dubai - UAEClient Industry: Real EstateMain Job requirements: Minimum 12 years of experience in relevant function. Real estate background. Excellent English (both written and spoken) Age: from 35 to 42.Main Duties & Responsibilities: Dealing with VIP and high profile clients. Dealing with all owners...


  • United Arab Emirates Majid al Futtaim Properties Full time

    BUSINESS INTRODUCTIONMajid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 48,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour,...

  • Key Account Manager

    2 weeks ago


    United Arab Emirates RSM General Trading LLC Full time

    Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition. Acquire a thorough understanding of key customer needs and requirements Expand the relationships with existing customers by continuously proposing solutions that meet their objectives. Ensure the correct products and services are delivered to customers in...


  • United Arab Emirates Foodmark UAE Full time

    To consistently deliver EPIC Experience in accordance with the Brand and Operating Standards ensuring customer satisfaction and profitabilityRestaurant Manager ProfileRestaurant Manager comes with a passion and long term vision for restaurant, this vision shapes other people's action and decisions. They form great teams; they set the ground rules while...

  • Sales Manager

    2 weeks ago


    United Arab Emirates Al-Futtaim Full time

    Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more...

  • Customer Service

    2 weeks ago


    United Arab Emirates TASC Outsourcing Full time

    -الإمارات العربية المتحدةFeb 7, 2024AED AED 2500ContractFull timeOur client is one of the Entertainment and Leisure companies. They are now looking for a customer service to join them.Roles & Responsibilities Providing introductory information to new customers Ensuring that customers are satisfied with products or services Letting...

  • Store Manager

    2 weeks ago


    United Arab Emirates Homecentre UAE Full time

    The Store Manager is responsible for implementation of the Company retail strategy aligned to Customer, Offer and People focus. The job holder will lead the Store team to achieve maximum profitability and growth in line with the company vision and values by creating an 'outstanding' commercial shopping experience for customers.The job holder will also be...


  • United Arab Emirates Al-Futtaim Full time

    Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more...