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ob Purpose
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• he CBE have inaugurated the Customer and Competition Protection Sector in ‎2019, with the purpose of leading banks to the best practices in this area through banks' internal Customer Protection Function.


• P provides a quarterly report to the CBE covering a thorough analysis of complaints.


• he customer protection function is an independent function reporting to the head of compliance.


• ts main purpose is to adapt the CBE regulation and best practices to ensure that customers are treated with fairness, transparency, and their financials and data are kept sound and private.


• ustomer protection unit is the last line of defence against customer detriment, legal liability, and/or regulatory fines.


• ustomer protection is also tasked to providing valuable insights to the business regarding process and product repetitive issues and has a leading role in ensuring the visibility of the issues as well as establishing a traction towards resolution through working with internal stakeholders.


• he function requires with highly skilled personnel with awareness of local banking laws and regulations, internal bank processes and systems, as well as market practices.


• he CP includes the Complaints Unit, which is responsible for resolving all customer complaints within an agreed process and SLA.


• he CP function also is responsible for identifying, highlighting, and assist in rectifying repetitive issues related to the organization systems, processes, and personnel. This is achievable through the analysis of complaints cases data and the regular reporting to senior management and the Syndicated Audit Committee (SAC) as mandated by the CBE.


• P is responsible to provide training to all new joiners as well as all bank staff for Customer Protection principles, implementations, and techniques.


• P staff is required to be highly skilled in customer communication as well as developing a deep knowledge of all bank processes, laws, and regulations governing the bank-customer relationship.


• P staff is required to have the ability to reach necessary information and resources to assist in investigating and resolving a complaint or address a persistent issue.


• P staff must have the ability to negotiate with different stakeholders from all functions and at all levels in defence for customer rights.


• his function is highly monitored through quarterly reviews by Internal Auditor as well as Compliance Monitoring and training. The complaints unit within customer protection is monitored on daily basis by the Service Quality team to ensure processes are closely followed and customers, as well as organization, rights are being observed through rectifying issues raised through customer complaints.

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ain accountabilities and approximate time split

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ccountability: Customer Complaints handling-Team Leadership

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ime Split: ‎70%

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* nsure customer complaints are being treated fairly and effectively through following a consistently improving process.
* evelop and maintain knowledge for self and direct reports with CBE Customer Protection Regulations and all related principles and implementations
* nsures Customer Protection Unit is compliant within day-do-day process implementation with all rules and regulations issued by the CBE
* onitors complaints handing KPIs for direct reports
* eads and coaches direct reports to constantly improve Complaints Handling KPIs
* ccasionally monitors calls by self or through Quality Assurance functions to identify staff areas of development in communicating with customers
* oaches team members in the area of customer communication. Facilitates professional training in this area if required.
* nsures team is knowledgeable with all systems and tools required to investigate and resolve customer complaints
* upports team members with critical cases requiring multiple organizational level approvals or intervention in resolving complaints or issues
* oaches direct reports to develop their own negotiation skills.
* dentifies areas of development for direct reports and develop training needs business case.
* ets involved in complex cases requiring high level of negotiations
* eviews all unit audits and reviews and works with team and stakeholders to identify issues and develop required rectification
* nsures that the team is optimized through constantly reviewing the process of complaints handling and adapting efficient and effective changes.

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ccountability:

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rocess Improvement

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ime Split: ‎20%

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* reparation of CRM Data and Dashboards for identification of repetitive issues and regular reporting to SAC and BRC
* orking with Head of Customer Protection and bank stakeholders in the course of identifying and resolving issues
* dentifies and leads process improvement initiatives aiming at fixing repetitive issues or improving overall services provided to customers.

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ccountability:

Strategic Partnership

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ime Split: ‎10%

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* repares CBE quarterly reports
* aintains effective relationships with middle management and supervisors to ensure Customer Protection is maintained throughout bank products and services.

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echnical skills / Competencies
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• n instinctive inclination & orientation towards service.


• xcellent interpersonal and networking skills, with a strong ability to influence.


• bility to generate and activate actionable insights into business recommendations.


• ecord in planning and organizational skills.


• xcellent communication, presentation, and facilitation skills are a necessity.


• oaching skills particularly in providing feedback and sharing product knowledge.


• trong knowledge of products, services, system, and policies.


• ood understanding of work Technicalities and processes.


• trong knowledge of Process Management.


• xperienced in analysing root cause.


• good understanding of Operational Risk


• ood Awareness of Active and Resource Management.


• nfluencing others in the prioritisation and scale of customer Management programmes / activities, based on customer value & cycle knowledge.


• bility to design and implement surveys through the appropriate channels and to the proper target audience.


• bility to analyse, interpret, and present data into actionable insights.


• bility to address a wide variety of audience coming from different disciplines and different levels of seniority including top management.


• gility


• eadership


• ustomer focus


• roblem Solving


• ommunication with impact

K
nowledge, Expertise and Experience
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• xtensive knowledge of the various functions in the bank e.g. Retail, Corporate, and Ops & IT.


• ider understanding of excellent service in other industries.


• trong knowledge of customer service systems & processes


• revious professional training experience preferably in a similar field.
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• xperience in working at senior management level in customer service environment
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• omprehensive knowledge in how to manage complex operational issues and the impact on business development and operational service delivery
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• obholder must have managed teams previously and must have a strong buoyant personality.

Essential

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* eam Management and experience in a managerial customer service role.
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* revious service-orientated, customer-facing roles.
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* trong program development and facilitation skills.
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* eveloping and maintaining relationships with people at all levels within a large organization.

Preferred

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* igh energy levels with strong motivational skills
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