Assistant Manager, CCU.

Job PurposeTo lead and manage a high-performing complaints team by driving end-to-end customer outcomes, CSAT improvement, quality, productivity, and capability building, while ensuring compliance with regulatory and service standards.Key Result AreasPerformance & Productivity OwnershipOwn team and individual productivity, capacity utilization, and complaint backlog control.Proactively manage queues, aging, and work allocation to meet TAT and service targets.Drive performance recovery actions where KPIs fall below target.Own end-to-end customer outcomes, not just case closure.Drive Complaint CSAT improvement by:Analysing survey results, detractor themes, and response trendsIdentifying service gaps and recovery opportunitiesImplementing targeted actions to improve CSAT score and survey response rateEnd-to-End Complaint & CSAT OwnershipEnsure customer communications are clear, empathetic, accurate, and professional.Quality, Compliance & Risk-ControlEnsure all complaints are handled in line with SOPs, Consumer Protection Regulations, and internal policies.Conduct structured quality reviews and coach agents to improve decision-making and communication.Identify and escalate regulatory, financial, and reputational risks early.Own mid-level and complex escalations, including Head Mailbox cases.Build strong working relationships with Business, Operations, IT, Fraud, and other units to drive faster and more effective resolutions.Act as a single point of accountability for the team’s escalated cases.Own the training and capability plan for the team.Identify skill gaps using quality scores, CSAT, and case errors.Run a structured coaching and upskilling program for:New joinersLow performersHigh-potential team membersEscalation & Stakeholder ManagementTraining, Coaching & Capability BuildingEnsure the team is certified and compliant with required knowledge and skill standards.Continuous Improvement & Root CauseAnalyze complaint trends, repeat issues, and detractor feedback.Provide root-cause insights to management and business units.Actively participate in and lead process, system, and customer journey improvement initiatives.Operating Environment, Framework and Boundaries, Working RelationshipsOperates within the Bank’s governance framework, regulatory obligations (including CPR standards), and internal complaint handling policies and procedures.Ensures adherence to compliance, risk management, and operational control requirements while balancing customer advocacy.Exercises decision-making authority within defined delegations and escalates matters beyond authority or with systemic/strategic implications.Reports suspicious transactions, system lapses, or policy breaches promptly to the line manager and governance committees.Problem SolvingDemonstrates ownership, proactive problem-solving, and a data-driven approach to resolving complex issues.Liaises and coordinates across cross-functional teams to align stakeholders and ensure timely escalation.Navigates complex problem scenarios, engaging senior management, regulators, and external partners as needed.Strong troubleshooting skills to resolve difficult transactions and implement permanent solutions.Communicates persuasively and empathetically, fostering trust while safeguarding the bank’s reputationDecision Making Authority & ResponsibilityFinancial Authority to execute discretionary waivers / reversals for customers justified by the investigations conducted for the respective complaintsHiring of right resources, periodic capacity validation and assessment of training requirementsAuthority to recommend process reviews, system changes and modifications across all related functions to improve TAT, technology changes and enhancements on processes and systems impacting the CCU and its performance, quality and customer satisfactionsKnowledge, Skills And ExperienceKnowledge, Skills & ExperienceShould be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication Understanding complete Retail Banking, SME, Neo products, processes and systemsUnderstanding of Regulatory / Central Bank regulations / standardsThorough knowledge of features and benefits of all products and services of the bank and a fast learner Working knowledge of all operating systems in the bank (CRM, flex, prime, BPM, etc).Excellent interpersonal and communication skills (written and oral) with ability to perform as a Supervisor / ManagerExcellent analytical skills to enable resolution of complex problems.Excellent Negotiation skills to handle challenging customers and arrive at a satisfactory resolution3 – 5 years customer service experience in bankingGraduate. Retail banking products, services, systems, and backend fulfilment processes, including trade finance terminologies.Complaint management lifecycle, customer journey mapping, and regulatory frameworks (CPR).The leading financial institution in MENAWhile more than half a century old, we proudly think like a challenger, startup, and innovatorin banking and finance, powered by a diverse and dynamic team who put customers first.Together, we pioneer key innovations and developments in banking and financial services.Our mandate? To help customers find their way to Rise Every Day, partnering with them throughthe highs and lows to help them reach their goals and unlock their unique vision of success.Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.