Officer - Service Excellence (Emiratization)

Support in monitoring and evaluating the service excellence activities, in order to meet the customer's needs and expectations.Conduct QA calls with customers participating in the Customer Satisfaction surveys and Happiness Meter, log customers' complaints and feedback as neededManage the issuance of Call back reports and SE reports (Daily, weekly, monthly…etc), in line with the department standards.Ensure all assigned tasks and projects are executed within the approved policies, procedures and SLAs of the department.Ensure strict compliance to department's policies and procedures in reporting red flag cases, in order to mitigate risk.Conduct survey calls with DIB customers who have logged complaints or applied for services with DIB, in order to obtain customer's feedback.Conduct call back for Aayan Exclusive Banking customer (investment products) as per agreed TAT, issue reports and manage archiving as per the agreed process.Conduct sample QA on complaints and send instant result, score and improvement feedback.Process call back for all applications received from Wealth management Department, in line withdepartment's policies and procedures.Ensure compliance with the approved policies, procedures, SLAs and regulatory requirements to maintain quality standards and ensure risk mitigation.