Complaint & Resolution Manager

• Bachelor's Degree in Business, Finance, or a related field. Master's Degree is a plus.
  
• Proven experience in complaint management within the banking or financial industry.
  
• Strong understanding of banking operations, products, and services.
  
• Excellent analytical and problem-solving skills.
  
• Effective communication and interpersonal skills.
  
• Ability to collaborate with cross-functional teams.
  
• Knowledge of regulatory requirements related to complaint management.
  
• Over 3 years working experience in the Fintech or banking industry with an understanding of customer complaint management and regulatory compliance.
  

• Bachelor's Degree in Business, Finance, or a related field. Master's Degree is a plus.
  
• Proven experience in complaint management within the banking or financial industry.
  
• Strong understanding of banking operations, products, and services.
  
• Excellent analytical and problem-solving skills.
  
• Effective communication and interpersonal skills.
  
• Ability to collaborate with cross-functional teams.
  
• Knowledge of regulatory requirements related to complaint management.
  
• Over 3 years working experience in the Fintech or banking industry with an understanding of customer complaint management and regulatory compliance.
  

• Responsible for overseeing and managing the end-to-end process of handling customer complaints
  
• Ensuring timely resolution and implementing strategies to enhance overall customer satisfaction.
  
• Ensure proper documentations and processes.
  
• To work closely and provide support to all other departments in the company where and when Necessary.
  

Key Accountabilities

• Oversee the efficient and effective handling of customer complaints through various channels.
  
• Investigate and analyze complaints to identify root causes and patterns.
  
• Collaborate with relevant departments to address and resolve customer issues promptly.
  
• Continuously review and enhance the complaint management process for efficiency and effectiveness.
  
• Implement improvements to prevent recurring issues and streamline resolution procedures.
  
• Work closely with cross-functional teams to address systemic problems contributing to customer complaints
  
• Stay abreast of industry regulations and ensure the bank's complaint
  
• management practices comply with all relevant laws and guidelines.
  
• Collaborate with legal and compliance teams to address regulatory
  
• concerns and implement necessary changes.
  
• Develop and maintain comprehensive reporting on complaint trends, resolutions, and customer feedback.
  
• Provide regular reports to senior management, highlighting key performance indicators and areas for improvement.