Overview
Customer Complaints Supervisor Jobs in Riyadh, Saudi Arabia at National Bank of Iraq Saudi Arabia
Title: Customer Complaints Supervisor
Company: National Bank of Iraq Saudi Arabia
Location: Riyadh, Saudi Arabia
Job Title: Customer Complaints Supervisor (Saudi Nationals Only)
Job Location: Riyadh, Saudi Arabia
Job Type: Full Time
Job Objective
Handling customer complaints to ensure service quality in alignment with the vision and strategic direction of the company.
Responsibilities:
Implementing work procedures and programs in addition to making business processes more efficient and easier.
Developing plans and programs related to handling customer complaints to achieve objectives and follow up on their implementation.
Supporting internal control systems, regulatory environments, and ethical guidelines. Monitoring the department’s performance and evaluating the extent to which the plans and programs contribute to achieving the desired goals.
Identifying violations and/or deviations when they occur, in accordance with professional ethics and standards.
Preparing periodic reports on the department’s achievements and submitting them to the direct manager.
Ensuring the efficient and high-quality handling of customer complaints.
Ensuring the registration and documentation of complaints, including the process of receiving and following them through all stages.
Ensuring the proper storage of all customer complaint records.
Supervising the response to all customer complaints inquiries in an effective and timely manner.
Contributing to improving customer satisfaction while following up on complaint resolution.
Analyzing complaint data, addressing sources of complaints, proposing corrective plans, and following up with relevant departments to reduce them, and submitting monthly reports to the executive management.
Promoting awareness of the bank’s products and services to customers.
Ensuring compliance with the bank’s procedures for customer complaint handling and verifying that they are being handled efficiently and with high quality, in accordance with the related systems and instructions.
Taking corrective actions for recurring complaints, implementing measures to prevent their repetition.
Developing training programs for employees regarding fair and transparent customer complaint handling.
Assisting in the implementation of annual plans for customer awareness and education, ensuring that all available bank channels provide sufficient access to customers.
Preparing an annual report for senior management and the board of directors addressing customer care issues and customer education programs.
Preparing reports summarizing all customer complaints, analyzing the nature of complaints from different sources, and submitting them as an annual report to the executive management.
Required Educational Level
Bachelor’s degree in business administration, economics, or equivalent, with a focus on human resources fundamentals.
A professional certification, such as a Credit Consultant certificate or a similar qualification, is preferred.
Required Experience
6+ years of experience in a similar role.
Required Skills and Abilities
Knowledge of SAMA and CBI regulations.
Strong leadership and responsibility skills.
Excellent communication and customer service skills.
In-depth knowledge of all banking systems, regulations, and related instructions.
Familiarity with operational policies and procedures.
High attention to quality and accuracy.
Thorough understanding of the bank’s products and services offered to customers.
Teamwork and collaboration, with strong emotional intelligence in the work environment.
Ability to work under pressure and adapt to changes.
Strong coordination and follow-up skills.
