Complaints Management Director

Purpose of Job

The job holder is responsible for overseeing the development of complaints and suggestions management plans, overseeing day-today operations, assessing preliminary investigations of complex complaints, and overseeing corrective plans’ implementation to ensure proper and timely resolution of complaints, requests, and unresolved tickets.

Job Responsibilities

•    Contribute to the development of Customer Experience & QA business plan ensuring alignment with ZATCA strategy
•    Develop the operational plan for Complaints Management in line with Customer Experience & QA business plan and Trade Facilitation & Customer Experience strategic plan 
•    Implement plans and provide input to enable achievement of Complaints Management goals that support ZATCA’s overall strategic plans

•    Discuss Complaints Management budgeting requirements with top management and provide input to the budgeting process
•    Ensure effective utilization of Complaints Management budget, and report accurately on progress made and challenges encountered
•    Investigate and propose implementing initiatives that result in positive financial impact for Complaints Management and mitigates financial and operational risks

•    Identify new digital trends in the Complaints Management field and provide internal training regarding the latest technologies, processes, and techniques used
•    Oversee development of complaints and suggestions management plans, training campaigns, and awareness campaigns to ensure uniform and efficient operations of the Complaints Management function
•    Oversee assessment of unsolved tickets, provide support to analyze complaint roots, and report back potential solutions
•    Establish communication processes with relevant stakeholders and functions to ensure fast and adequate resolution of complaints and requests
•    Provide seminars, workshops, and training programs to minimize performance gaps and ensure continuous improvement of operational activities

•    Act as a primary point of contact with relevant stakeholders to ensure timely resolution of critical complaints, requests, and unresolved tickets
•    Provide necessary tools and enablers to solve complex recurrent cases increasing efficiency of operations 
•    Monitor preliminary investigations of complex complaints and provide support when deemed necessary to ensure proper resolution of cases
•    Oversee corrective plans’ implementation to ensure customers’ complaints are all addressed, and customer satisfaction is reached

•    Participate in the identification and recruitment of key talent
•    Guide, mentor and support direct reports in order to execute duties according to set policies and processes
•    Develop individual performance objectives, provide necessary support, evaluate/appraise team and provide regular feedback on performance
•    Establish a high-performance working environment and promote ZATCA values

Job Details

Communication and Contacs

Education

•  Bachelor’s degree in Business Administration, or equivalent is required 
•  Master’s degree in Business Administration, or equivalent is preferred

Experience

An optimal of 8 years of relevant experience, with a preferred 3 years of experience in managerial level

Competencies