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

AI in this role

Key Result Areas

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.
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.
Leverage data analytics and customer insights to support process change proposals.
Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.
Lead quality assessment exercises, ensuring adherence to resolution best practices.
Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.
Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.
Track the impact of implemented changes, ensuring sustained improvements.
Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.
Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.
Provide quarterly and monthly updates on complaints reduction initiatives and their impact.
Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.
Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience

How we rate this

Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group at Mashreq rates 50 out of 100 for how much of the daily work is AI. That makes it Uses AI (AI Level 2 of 4). The level is about AI in the job, not seniority.

Classification

Uses AI. An ordinary role that requires AI tools.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

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