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Complaint Management - Manager at Network International
, , United Arab Emirates -
Full Time

Start Date

Immediate

Expiry Date

21 May, 26

Salary

0.0

Posted On

20 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Complaint Management, KPIs, SLAs, IT Coordination, Risk Mitigation, Process Enhancement, RCA, CMS, CRM, Product Management Tools, Automation, Reporting Tools, Verbal Communication, Written Communication, Payments Landscape

Industry

IT Services and IT Consulting

Description
About Us Network International is the largest Financial Technology company in the Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we have been growing in the direct-to-consumer card segment as well. Our EVP: At Network International, every second counts. As a leader in the fast-paced world of financial services, we thrive on innovation, agility, and the relentless pursuit of excellence. We recognize industry trends, the dual nature of technological advancements, and the scarcity of top talent. This is why we prioritize investing in our people. Here, you’ll work alongside industry experts to solve complex problems and leverage cutting-edge technology to stay ahead of the competition. We offer a culture where your skills are valued, your growth is prioritized, and your achievements are recognized—because winning isn't just our goal; it's our standard. About the Role: Responsible for monitoring Complaint through workflow/email Responsible for all KPIs & SLAs for Complaint. Service touch point for internal and external customers, IT co-ordination for Production support Responsible for competent service delivery, risk mitigation and resource productivity. Responsible to identify service and process enhancement opportunities. Responsible for RCA for complaints.
Responsibilities
The manager is responsible for monitoring complaints via workflow and email, ensuring adherence to all KPIs and SLAs related to complaints, and acting as a service touchpoint for internal and external customers. This role also involves coordinating with IT for production support, ensuring competent service delivery, mitigating risk, and identifying opportunities for service and process enhancement, including performing Root Cause Analysis (RCA) for complaints.