Manager - Quality & Governance

Key Success Metrics

Complaints are consistently resolved within regulatory and internal SLAs, with reduced repeat escalations.

QA audits and mystery shopping drive measurable improvements in frontline performance and compliance.

Sustained improvement in NPS, CSAT, and first-contact resolution linked to complaint and QA interventions.

Dashboards provide clear visibility into advisor-level performance, cost-to-serve, and systemic gaps.

Full adherence to regulatory requirements across complaints and QA processes, with timely corrective actions.

Reduction in negative online reviews attributable to effective complaint handling and QA oversight.

Continuous improvement is embedded into training, coaching, and cross-functional initiatives, ensuring measurable ROI.

Qualifications & Experience

Bachelor's degree in business, Banking, Finance, or related field (master's preferred).

710 years of experience in complaint management, QA, or CX within banking, insurance, or financial services.

Proven track record in compliance, dispute resolution, and operational improvement.

Experience leading cross-functional initiatives and reporting to senior leadership.

Skills & Competencies

Strong knowledge of regulatory frameworks, complaint management, and QA best practices.

Analytical mindset with the ability to translate data into actionable improvements.

Effective communication, negotiation, and conflict resolution skills.

Leadership and team management capabilities.

Customer-centric mindset with focus on empathy and accountability.

Proficiency in complaint tracking systems, QA dashboards, and AI/analytics tools