Sr. EB CS & Complaints Specialist- Omani

Job Purpose

As the first point of contact for customer queries and complaints across Employee Benefits (EB), this role is responsible for delivering a consistently high standard of customer service and complaint resolution. The role involves investigating, responding to, and resolving customer complaints in a timely and compliant manner, while conducting root‑cause analysis and driving corrective action plans to prevent recurrence. With a primary focus on Oman operations, the role also provides cross‑functional support across non‑Oman markets complaints.

It requires strong stakeholder coordination, proactive issue resolution, and a continuous focus on enhancing customer experience and service quality.

• Serve as the first point of contact for walk‑in customers in Oman, ensuring a positive, professional, and efficient service experience
• Manage and resolve Group (Employee Benefits) complaints for Oman and the wider Gulf region, ensuring compliance with regulatory requirements and internal SLAs
• Oversee and track Med Net (MN) complaints for Oman, ensuring timely resolution and proper escalation where required
• Investigate complaints thoroughly by reviewing documentation, engaging with complainants, and assessing all relevant information to determine validity and appropriate resolution
• Respond to both regulatory and non‑regulatory complaints within defined timelines, ensuring accuracy, fairness, and completeness
• Analyze information gathered during investigations to identify root causes, trends, and systemic issues impacting customer experience
• Draft clear, comprehensive responses that address all complaint points, including the ability to present complex issues in a structured and easily understood manner
• Ensure customers are kept informed throughout the complaint lifecycle, including regular updates and final resolution outcomes
• Record, track, and monitor complaints across all stages, ensuring proper documentation and audit readiness
• Prepare executive‑level complaint summaries and reports for Senior Management, highlighting key issues, trends, and risk areas
• Identify and communicate emerging trends, root causes, and service gaps, recommend and implement process improvements to enhance customer experience and operational efficiency
• Support the Complaints & Continuous Improvement Manager in strengthening complaint handling frameworks, procedures, and governance
• Prepare and submit periodic regulatory reports in line with agreed SLAs and local regulatory requirements
• Support complaint‑related audits, including internal and external audits, by ensuring documentation, controls, and processes meet compliance standards
• Liaise with local regulators and internal stakeholders to ensure alignment with regulatory expectations and service excellence standards

• Communicate with external and internal customers as well as local regulators to address and resolve complaints within the required SLA
• Work internally with all relevant stakeholders (operations, claims, legal, finance, compliance etc) to review complaints, diagnose root causes and recommend action
• Timely resolution of EB customer queries and complaints
• Effective oversight and closure of MN complaints in Oman
• Seamless handling of walk‑in customers with high service standards
• Cross‑market support for complaints (non‑Oman and retail)
• Accurate reporting, trend analysis, and continuous improvement initiatives

• Communicate with external and internal customers as well as local regulators to address and resolve complaints within the required SLA
• Work internally with all relevant stakeholders (operations, claims, legal, finance, compliance etc) to review complaints, diagnose root causes and recommend action

• Reports to Business Controls Manager
• No financial authority

• 2–5 years of relevant experience in insurance or financial organization
• Oral & written communication skills in English, Arabic and Hindi
• Bachelor’s degree or equivalent
• Strong knowledge of the financial services industry and the operational transactions and processes supported
• Exc…