Job Family: Customer Experience & Complaints
Location: Muscat, OQIC Head Office
Application Deadline: 16th October 2025
No. of Vacancies: 1
Job Purpose:
We are looking for an experienced Deputy Manager – Customer Service & Complaints to lead the company’s complaint-handling framework in full compliance with Financial Services Authority (FSA) requirements. This role ensures all cases are managed fairly, promptly, and transparently, while also driving initiatives to improve post-service follow-up and strengthen overall client satisfaction. Working across all departments, the Deputy Manager will identify service gaps, recommend enhancements, and implement improvements to strengthen service delivery, while serving as the primary liaison with the FSA on customer-related matters.
Key Responsibilities:
- Manage the end-to-end complaints handling process, ensuring compliance with FSA timelines and regulations.
- Act as the main point of contact with the FSA for complaints-related matters, escalations, and regulatory reporting.
- Coordinate with all internal departments (Claims, Underwriting, Sales, Operations, Finance, IT, HR, etc.) to resolve service issues and improve customer satisfaction.
- Develop and implement after-service follow-up procedures to monitor and improve customer satisfaction and loyalty.
- Collect, analyze, and monitor customer feedback and complaints data to identify recurring issues, root causes, and opportunities for process improvements.
- Prepare periodic complaints reports for senior management, the Board, and the FSA, highlighting trends, risks, and corrective actions.
- Support and drive customer experience initiatives and projects aimed at enhancing service quality and reducing complaints.
- Supervise and mentor team members handling complaints and customer service requests.
- Ensure all complaints are logged, documented, and maintained in line with audit and regulatory requirements.
- Contribute to capacity building and department expansion plans by identifying resource needs and supporting recruitment of additional staff as operations grow.
- Carry out any additional responsibilities as directed by senior management.
Educational Qualifications:
- Bachelor’s degree in business administration, Insurance, or a related field.
- Professional certifications in customer experience, compliance, or quality management are an advantage.
Experience:
- Minimum of 5 years of experience in customer service, complaints management, or compliance within the insurance or financial services industry.
- Demonstrated ability to work with regulators (FSA) and cross-functional departments.
- Proven track record in improving customer satisfaction and service quality.
- Experience in supervising teams and implementing complaints management systems.
key Skills:
- Strong knowledge of FSA requirements, customer protection frameworks, and insurance practices.
- Excellent communication and interpersonal skills in Arabic and English.
- Strong analytical and problem-solving skills with the ability to identify service gaps and implement improvements.
- Effective negotiation and conflict resolution abilities.
- High integrity, professionalism, and ability to manage sensitive customer issues.
- Leadership skills to guide and develop the complaints handling team.
- Proficiency in MS Office and CRM/complaints management systems.
