Investigations Unit Supervisor Customer Complaints UAE

Position Overview

Investigations Unit Supervisor Customer Complaints role in Abu Dhabi UAE within the Banking industry is a mid-level supervisory opportunity focused on managing complaint handling processes, improving operational efficiency, and ensuring high-quality customer resolution outcomes.

• Country: UAE
• City:
  Abu Dhabi
• Industry: Banking
• Function:
  Customer Service
• Salary:  monthly (Market estimated)
• Gender: Any
• Candidate Nationality:
  Any
• Job Type: Full-time

• Monitor daily operations of the investigations unit to ensure timely handling of complaints and queries
• Ensure all customer issues are resolved accurately and within defined service standards
• Identify opportunities to reduce workload on processing teams through improved complaint handling strategies
• Optimize processes to improve efficiency, reduce costs, and enhance service delivery
• Support the team in achieving performance targets and operational goals
• Ensure adherence to internal policies and regulatory requirements
• Analyze complaint trends and recommend improvements to prevent recurring issues
• Maintain high-quality service standards and customer satisfaction levels
• Coordinate with internal teams to resolve complex customer issues

• Guide and support team members in handling customer complaints effectively
• Ensure consistent service quality across all customer interactions
• Assist in training and improving team performance where required
• Promote a customer-focused culture within the unit

• Improve complaint handling workflows and reduce turnaround time
• Ensure proper documentation and tracking of all customer cases
• Monitor team productivity and implement efficiency improvements
• Support continuous improvement initiatives within the department

• Bachelor degree preferred
• Experience in customer service, complaints handling, or banking operations
• Strong understanding of customer service processes and quality standards
• Ability to manage and improve operational workflows
• Good communication and problem-solving skills
• Ability to work under pressure and meet deadlines

• Customer complaint management
• Process improvement and efficiency optimization
• Team coordination and support
• Data analysis and reporting
• Communication and interpersonal skills
• Problem-solving and decision-making
• Compliance and service quality management

• Opportunity to play a key role in improving customer experience
• Exposure to operational excellence and process optimization
• Career growth in customer service and operations management
• Dynamic and performance-driven environment
• Strong demand for service quality professionals

First Abu Dhabi Bank is the largest financial institution in the UAE, offering a wide range of banking and financial services. With a strong commitment to customer satisfaction, operational excellence, and innovation, the bank continues to lead the financial sector across the region.