Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group

Role Overview

Assistant Manager, RCA & Customer Insights at Mashreq, Injaz - CXC - RBG - Customer Care Unit, Client Experience & Conduct Group.

Role Purpose

Conduct root cause analysis on customer complaints, develop actionable insights and recommendations, and lead cross-functional initiatives to enhance customer experience, reduce complaints, and improve service recovery quality.

Key Responsibilities

Root Cause Analysis

• Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps.
• Develop actionable insights and recommendations to address recurring customer pain points.
• Leverage data analytics and customer insights to support process change proposals.
• Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.
• Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.

Process Enhancement & Stakeholder Collaboration

• Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
• Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.
• Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.
• Participate in regular Agile Scrums and drive business assigned objectives to reduce complaints and improve customer experience.

Quality Assurance & Coaching

• Lead quality assessment exercises, ensuring adherence to resolution best practices.
• Conduct regular coaching, trainings and feedback sessions with complaints-handling agents based on RCA findings.

Performance Improvement & Reporting

• Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
• Track the impact of implemented changes, ensuring sustained improvements.
• Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.
• Provide quarterly and monthly updates on complaints reduction initiatives and their impact.
• Conduct weekly and monthly reporting of complaints RCA to internal teams, working groups and forums.