Complaints Manager

Job Duties & Responsibilities:

• Analyze customer data to identify opportunities for improvements in business processes that lead to an increased number of complaints/ inquiries.
• Serves as an operational resource in the analysis of events through expedited problem identification, recommendations and resolutions.
• Maintains collaborative relationships across the organization based on trust, expertise, and reliability to obtain information and content from leaders and front-line staff, fostering successful root cause completion.
• Facilitates process mapping sessions and focus groups to gain understanding of business processes and underlying problem areas.
• Uses clear and understandable communication to report on findings, and recommendations.
• Suggests amendments to current practices in an effort to build greater consistency across customer touchpoints.
• Assist in the delivery of proactive service by coaching the call center agents.
• Manage some initiatives identified as part of segment/product customer journeys.
• Ensure regular updates are shared with the management team.
• Work with cross-functional teams to implement the improvements identified within the stipulated time.
• Ensure that the complaints team is up to date in terms of required training and knowledge.
• 5-7 years of banking experience, with strong focus on customer relationship management and complaints handling.