Associate Vice President
EmiratesNBD
Total years of experience :22 years, 7 Months
> Build a quality scoring mechanism for complaints handled by the team in order to enhance customer’s experience.
> Building up a stronger database for the InfoBank project.
> Focus on further strengthening the customer experience framework for the Bank and taking up the service standards to the next level.
> Scaling up the complaints management processes especially received from social media platforms.
> Initiated the setup of sub units to handles customer complaints based on their segments and facilitate necessary approvals and high level discussions with key stakeholders.
> Improving team’s engagement with the organization and manages separate initiatives that supports the same.
> Set strategic plans for the unit to ensure proper handling of complaints received.
> Set a process for handling complaints received through social media which was a success.
> In charge of managing complaints received from customers towards Bank employee’s knowledge and attitude.
> Guided branches and departments in proper handling of complaints logged in the system and provide root cause analysis to critical issues and suggestions to avoid recurrence in future.
> Maintained direct relationship with VIP customers and large corporate clients for their operational issues with their accounts.
> Worked from February 2004 - July 2007 in the capacity of assistant manager, customer service in the Main Branch.
> Worked from Sept 2001 - Jan 2004 in capacity of a mobile officer where responsible for customer services of several branches in Dubai