Assistant Manager – RCA & Customer Insights
Mashreq · Dubai
Job description
About the role
The Assistant Manager will lead root cause analysis (RCA) of customer complaints, turning data into actionable insights that improve the overall customer experience. Working closely with cross‑functional teams, the role drives process enhancements, coaching, and strategic reporting to senior leadership.
Key responsibilities
- Conduct deep‑dive RCA on customer complaints to identify patterns, trends, and underlying issues across processes, systems, policies, and people.
- Develop actionable recommendations and work with cross‑functional teams on process‑enhancement projects that reduce complaints.
- Facilitate workshops, brainstorming sessions, and service‑recovery discussions with key business units.
- Leverage data analytics and customer insights to support change proposals and monitor the impact of implemented improvements.
- Provide regular coaching, training, and feedback to complaints‑handling agents based on RCA findings.
- Prepare and present insightful decks and reports on complaint trends, thematic analysis, and proposed actions to senior leadership.
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Published 2 hours ago
Expires 2 weeks from now
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Mashreq
Dubai
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