Complaints Management Officer (Exclusively for UAE Nationals)

About the Business Area

Join our team at Abu Dhabi Commercial Bank where your individual contributions are recognized and professional growth is encouraged within a diverse and inclusive community. We seek a driven professional to collaborate with passionate colleagues aiming to elevate the standards of UAE banking excellence.

Role Overview and Responsibilities

• Maintain close coordination with Bank Operations and Customer Service teams to evaluate and relay feedback on service quality.
• Ensure customer service delivery aligns with agreed standards, ethical practices, transparency, and adheres to Bank policies and customer expectations.
• Perform comparative analysis of customer service levels versus competitor banks to maintain a competitive edge.
• Oversee complaint reviews and facilitate resolutions internally and through the SANADAK portal.
• Serve as the primary point of contact for SANADAK-related matters and as escalation point for walk-in customer complaints.
• Review and update complaints management and customer service policies to incorporate market best practices.
• Develop and refine comprehensive customer complaints management programs including handling procedures, tracking, escalation rules, service recovery, and customer retention strategies.
• Manage departmental functions within budget and timelines, keeping management informed about new standards or developments.
• Conduct detailed analyses to identify gaps at customer contact points and communicate findings to management.
• Ensure compliance with local regulations concerning AML, KYC, Sanctions policies, and demonstrate alignment with the Bank’s core values.
• Support employee growth by identifying and promoting suitable learning and development opportunities.

Candidate Profile and Requirements

• Bachelor’s degree qualification is mandatory.
• At least 5 years of practical experience in complaints management.
• Strong background in quality and risk management.
• Good knowledge of sales and service practices.
• Proficient analytical and process management skills.
• Familiarity with credit policies.

Employee Benefits and Opportunities

• Comprehensive benefits including market-leading medical insurance, group life and personal accident insurance.
• Paid leave with leave airfare benefits.
• Preferential loan and finance rates exclusively for employees.
• Staff discounts and offers, including children’s education assistance for certain roles.
• Flexible and remote working options favoring work-life balance.
• Access to diverse learning opportunities including instructor-led courses, e-learning catalog, on-the-job training, and professional development programs.

We are committed to fostering a respectful, supportive, and disciplined workplace that aligns with your career goals.