Job description

The Specialist, Client Care Unit (UAE National) at Standard Chartered Bank is responsible for managing and resolving customer complaints within the Complaint Resolution Unit, ensuring adherence to regulatory standards, transparency, and professionalism throughout the process. This role serves as a critical link between customers, internal departments, and management, with the goal of delivering fair resolutions and improving the customer experience. The Specialist conducts thorough investigations of grievances, identifies patterns through root cause analysis, and collaborates with cross-functional teams to drive service quality improvements. Key aspects of the role include executing service operations, maintaining Management Information Systems (MIS), analyzing complaint data, and proposing actionable recommendations to enhance service delivery. The position demands a customer-first mindset, strong analytical and communication skills, and an in-depth understanding of banking products, complaint handling systems, and compliance frameworks. As part of a global financial institution with a strong purpose-driven culture, this role contributes to building client trust, driving advocacy, and supporting Standard Chartered’s commitment to excellence, diversity, and continuous improvement.