Group Customers Complaints Manager
Job in
Manama, Bahrain
Listing for:
RESO
Full Time
position
Listed on 2025-04-15
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Client Relationship Manager, Customer Success Mgr./ CSM
Salary/Wage Range or Industry Benchmark: 14000 - 17500 BHD Yearly
BHD
14000.00
17500.00
YEAR
Job Description & How to Apply Below
Job Purpose
This role is responsible for embedding customer-first thinking across the Group, ensuring that every touchpoint, product, and process is aligned with delivering exceptional customer value and experience. The incumbent is also responsible for handling and resolving customer complaints in a professional and efficient manner. The role is critical in maintaining customer satisfaction, ensuring that any issues or grievances are addressed promptly and effectively.
The role holder is also responsible for overseeing and improving the overall experience clients have when interacting with the bank. They focus on ensuring that clients are satisfied, their needs are met, and their journey is seamless across all touchpoints. The role holder is also required to provide analytics, reports and MIS on complaints and communicate lessons learnt to the management and respective committees whilst partnering with Business Units and support functions to improve NBB Group’s service levels and aspects related to customer centricity.
This role is crucial in ensuring the company’s commitment to customer satisfaction and improving the overall customer experience.
Key Responsibilities
Customer Strategy
LeadershipDevelop and drive the customer-centric strategy across the organization, aligning teams and initiatives with the voice of the customer.Partner with Business, Product, Operations, and other functions to ensure customer insights are provided for informed business decisions and product development.Lead and manage the customer complaints team, ensuring efficient handling of complaints across all channels (phone, email, social media, alternate channels).Establish service level agreements (SLAs) for complaint resolution and monitor adherence.Escalate high-priority complaints to senior management when necessary.Complaints Lifecycle Management
Acknowledge all customer complaints in a timely manner.Keep customers informed throughout the complaint process, providing regular updates on the status and resolution timeline.Ensure all communications are clear, empathetic, and professional.Manage the resolution of customer complaints within the specified timeframe as per Bank procedures.Coordinate with relevant departments to investigate and resolve complaints effectively, by ensuring timely reporting of all customers related complaints by obtaining necessary information and updates while liaising with Heads of Branches and Business Units for action plans and rectification measures.Ensure all NBB Group policies and procedures relating to customer complaints are followed and are adhered to and documented.Receipt and recording of all complaints from NBB Group customers in the complaint system and seeing it through to completion.Maintain accurate records of all complaints, investigations, and resolutions.Conduct regular reviews of complaint records to ensure completeness and accuracy by ensuring all the Central Bank of Bahrain (CBB) requirements related to complaints handling are mobilized and properly administered.Escalate all unresolved issues/complaints as per the process whilst keeping Business Units Heads informed.Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.Ensure all written communication is carried out as per the Bank’s Customers’ Complaints Handling Framework.Customer Experience
Continuous ImprovementIdentify patterns in complaints and suggest improvements to policies, processes, or products.Ensure communicating lessons learned from complaints to relevant stakeholders.Develop and implement action plans to address recurring issues and prevent future complaints.Partner with Business Units and support functions to improve service levels and customer-centric aspects and to ensure a coordinated approach to complaint management.Liaise with the Corporate Communications unit about the complaints and customers’ experience expressed on social media and digital channels.Provide guidance and support to staff on handling customer complaints and improving service delivery by facilitating training sessions and workshops…
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