Assistant Manager Complaint Management & Analytics

Job Purpose:

Responsible for supporting and overseeing high-level complaint resolution performance and customer satisfaction outcomes through robust monitoring, analysis and reporting of key complaint related KPIs. The role ensures effective management of the end-to-end complaint lifecycle, evaluates departmental and regional performance and delivers actionable insights to improve resolution efficiency, service quality and customer-centricity. This position requires a strong analytical mindset, attention to detail and the ability to collaborate with cross-functional stakeholders to enhance complaint management processes through data-driven decision-making.

Job Responsibilities:

• Assist in managing the end-to-end complaint resolution lifecycle, from complaint receipt to final resolution, ensuring accuracy, efficiency and customer-centric handling
• Ensure timely resolution of complaints in line with defined turnaround times (TAT) and service level agreements (SLAs)
• Monitor complaint handling quality to ensure high levels of customer satisfaction and compliance with company policies and regulatory standards KPI Monitoring & Analytics
• Monitor, analyze and evaluate key performance indicators including Complaint Per Million (CPM), Complaint Resolution Rate (CRR), Customer Resolution Satisfaction (CRS) and Turnaround Time (TAT)
• Conduct detailed monthly, quarterly and annual performance analysis to assess complaint resolution efficiency, operational effectiveness and customer satisfaction trends
• Track and evaluate departmental, HQ, and regional complaint performance to identify patterns, gaps and improvement opportunities
• Assist in developing comprehensive dashboards and performance reports highlighting trends, risks, root causes and actionable insights
• Present complaint management findings, insights and improvement recommendations to senior management and relevant stakeholders
• Evaluate departmental standings and achievements related to complaint handling and resolution performance
• Collaborate with cross-functional teams (Commercial, Technical, GCSS, Customer Care, IT, etc.) to improve complaint resolution processes and align strategies with customer experience goals
• Recommend and support corrective and preventive actions based on KPI analysis and root cause findings
• Facilitate training sessions and knowledge-sharing initiatives to enhance analytical, reporting and complaint-handling capabilities of complaint management teams
• Identify opportunities for automation, digitization and process optimization within the complaint management framework Tools
• Support the development and implementation of advanced analytical tools, dashboards and reporting methodologies to improve data accuracy and insight generation
• Contribute to digital transformation initiatives within complaint management processes.

Eligibility Criteria (Education, Knowledge, Experience and Skills):

Education:

• In principle to have a minimum bachelor’s degree in business administration, Statistics, Data Analytics or a related field.

Work Experience:

• Should have preferably 4 years of relevant experience.