Specialist – Client Care Unit (UAE National)

About the role

Join Standard Chartered Bank as a Specialist in the Client Care Unit, focusing on complaint resolution for UAE nationals. You will lead investigations into customer grievances, ensure regulatory compliance, and contribute to continuous improvement of the bank’s service standards.

Key responsibilities

• Manage and execute service operations supporting front‑end customer requests to ensure seamless experiences.
• Conduct customer feedback surveys and maintain accurate Management Information System (MIS) records for monitoring and reporting.
• Document and categorise errors, issues and complaints to enable pattern recognition and tracking.
• Resolve complaints within established turnaround times while maintaining transparency and accountability.
• Collaborate with cross‑functional teams to align resolution efforts with organisational goals.
• Identify customer issues, propose tailored solutions, and perform root‑cause analysis to recommend sustainable process improvements.
• Investigate complex complaints, escalate when necessary, and coordinate with relevant stakeholders for timely resolution.
• Communicate outcomes clearly, empathetically and professionally, ensuring customers feel heard.
• Provide recommendations for service enhancements based on recurring concerns and insights.
• Uphold rigorous quality standards to support a culture of excellence in customer service.

Required profile

• UAE national with a strong commitment to integrity and regulatory compliance.
• Analytical mindset capable of detailed investigations and root‑cause analysis.
• Excellent communication skills and ability to work collaboratively across departments.
• Proactive attitude towards continuous improvement and customer advocacy.

Required skills