Vice President

Vice President - Customer Care Unit (Client Experience & Conduct Group) – Mashreq Join to apply for the Vice President - Customer Care Unit role at Mashreq. Knowledge Banking Regulations: Sound knowledge of banking regulations, guidelines, and directives issued by the Central Bank of the UAE and Sanadak related to complaint handling, consumer protection, and customer rights. Banking Products and Services: Understanding of various banking products and services offered by the bank, including retail banking, corporate banking, loans, deposits, and electronic banking channels. Complaint Handling Processes: Familiarity with best practices, methodologies, and frameworks for complaint handling, including investigation techniques, root cause analysis, and resolution strategies. Legal and Compliance: Comprehensive understanding of legal principles, and consumer protection laws (CPR) relevant to banking operations in UAE, with knowledge of dispute resolution mechanisms and ombudsman procedures. Data Analysis: Proficiency in data analysis tools and techniques to analyze complaint data, identify trends, patterns, and insights, and generate actionable reports for decision‑making and process improvement purposes. Skills Communication: Excellent verbal and written communication skills in English, with the ability to articulate complex ideas, negotiate effectively, and maintain professional rapport with internal and external stakeholders. Problem‑Solving: Strong analytical and problem‑solving skills to assess, analyze, and resolve customer complaints, employing creativity, critical thinking, and decision‑making to achieve satisfactory outcomes. Leadership and Team Management: Leadership qualities to inspire, motivate, and lead a team of complaint handlers, fostering a culture of collaboration, accountability, and continuous improvement within the complaints team. Customer Experience: Customer‑centric approach with a focus on delivering exceptional experiences, managing customer expectations, and building long‑term relationships through effective complaint resolution and empathy. Conflict Resolution: Proficiency in conflict resolution techniques, mediation, and negotiation skills to manage escalated complaints, resolve disputes, and achieve mutually beneficial resolutions while preserving customer satisfaction and loyalty. Experience Banking Industry Experience: Previous experience working in the banking industry of at least 10 years, preferably in customer experience, complaint handling, or risk management roles, with a solid understanding of banking operations, products, and customer dynamics. Complaint Handling Experience: Proven track record of managing customer complaints effectively, demonstrating the ability to investigate, analyze, and resolve complex complaints in a timely and satisfactory manner. Regulatory Compliance: Experience in navigating regulatory requirements and compliance frameworks governing complaint handling processes in the banking sector, ensuring adherence to legal and regulatory standards. Team Leadership: Previous experience in leading and managing teams, providing guidance, coaching, and performance feedback to achieve team goals and objectives in a dynamic and challenging environment. Continuous Improvement: Experience in driving process improvements, quality initiatives, or customer service enhancements through data‑driven insights, innovation, and collaboration across departments and functional areas within the organization. Seniority level Executive Employment type Full‑time Job function Other Industries Banking #J-18808-Ljbffr