Complaints Manager

Job Summery:

To manage the end-to-end client complaints process, ensuring timely, fair, and compliant resolution. The role is responsible for investigating complaints and recommending improvements to enhance customer experience and reduce recurring issues.

Key Responsibilities:

• Manage the end-to-end client complaints process.
• Investigate complaints and assess their validity.
• Ensure timely and compliant complaint resolution.
• Conduct root cause analysis and identify recurring issues.
• Coordinate with relevant stakeholders to resolve complaints.
• Recommend process and service improvements.
• Monitor complaint trends and prepare relevant reports.
• Ensure fair treatment and effective customer protection.

Education: Bachelor's degree in Law, Business Administration, Finance, or a related field.

Experience: +5 years of experience in the financial services.

Skills & Abilities:

• Complaint Handling & Investigation
• Root Cause Analysis
• Regulatory Compliance
• Stakeholder Management
• Process Improvement
• Customer Protection
• Analytical & Problem-Solving Skills
• Attention to Detail & Communication Skills