Manager Regulatory Complaints; UAE National

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In this role you will oversee, manage all escalated complaints Sanadak and Frontline and ensure effective resolution and delivery of a superior Customer Experience.

In this role you will be required to:

• Turn customer complaints into a positive experience by providing superior services and gaining customer loyalty at all times.
• To ensure that a competent and consistent standard of Customer Service is continuously offered to an increasingly diverse range of customer communications.
• Manage all complaints and queries received from the following channels:
  • Senior Executives (such as CEO, Head of RBWM and all Senior Management)
  • Media
  • Regulators (UAE SANADAK and Dubai Financial Services Authority)
  • Wealth Inbox
  • Customer Experience UAE Inbox
  • Social Media (Twitter & Facebook) and
  • Distribution Team (includes Branches, Customer Services Units, Wealth, Contact Center, Employee Banking Solution, Telemarketing and Direct Sales team and Collections)

• Conduct monthly regulatory complaint/ query analysis and prepare dashboard to cover, executive complaints summary, comparison of monthly and yearly complaint volumes, top complaint categories and root cause, issues, and challenges.
• Part of quarterly call/ meeting with Central Bank for the cases handled by HSBC WPB, prepare action points from the meeting for discussion and review of the regulatory impact assessment points with stakeholders for implementation, and opportunity of improvement.
• Monthly Central bank report submission to Regulatory Compliance team (“RC”) for Quality assurance and further review of RC’s feedback comments with the team
• Reporting of monthly Central bank complaint/ query cases to CE MI team for onwards submission
• Reporting of monthly Serious Complaints data to CE MI team for onwards submission
• Prepare detail investigation report for Regulatory complaint cases, which includes summary of in dept investigation and resolution findings, root cause analysis, response for customer and response for Regulator for review and approval of the Senior Manager /Head of Customer Experience
• Daily Central Bank open cases report retrieval from The Central Bank of UAE Online Complaint Management System for daily cases breaching.
• Identifying service deficiencies / gaps - root cause of issues and highlighting them to ensure non-recurrence.
• 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.
• Work on and / or highlight to projects /streamlining teams’ issues and areas of improvement in the bank’s various processes to improve the customers’ experience.
• Assisting 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).

The role reports into the Customer Experience for IWPB/COO, UAE. The key responsibility of the role is to lead and support the business to manage, service and assess in relation to direct or indirect control related activities and exposure towards regulatory requirements. Maintain quality of client services in terms of Experience. Also will act as key personnel to help improving channels of communication of IWPB business between frontline and clients;

and will be responsible to provide timely updates to the senior management.

In order to apply for this role, you must have the following L

• A minimum of 5 years’ proven experience working in a customer excellence/complaints focused role.
• Strong knowledge of the Customer service concept and its impact on Customer relationships
• Proven track record of communicating effectively within the organization and with Customer groups
• Strong managerial, analytical,…