✨ AI Summary
This role is for a Complaints Manager responsible for overseeing the entire client complaints process within the financial services sector. The primary objective is to ensure that all complaints are resolved in a timely, fair, and compliant manner. The Complaints Manager will be tasked with investigating the root causes of complaints, identifying recurring issues, and collaborating with various stakeholders to find resolutions. A key part of the role involves recommending process and service improvements to elevate the customer experience and prevent future problems. The position requires strong analytical and problem-solving skills, attention to detail, and excellent communication abilities. A Bachelor's degree in Law, Business Administration, or Finance is a mandatory educational requirement, coupled with a minimum of 5 years of experience in financial services. Essential skills include expertise in complaint handling, investigation, regulatory compliance, stakeholder management, process improvement, and customer protection.
Requirements
The Complaints Manager will manage the end-to-end client complaints process, ensuring timely, fair, and compliant resolution. This role requires investigating complaints, conducting root cause analysis, and recommending improvements to enhance customer experience. A Bachelor's degree in Law, Business Administration, or Finance, along with over 5 years of experience in financial services, is essential. Key skills include complaint handling, regulatory compliance, stakeholder management, and problem-solving.
Description
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 & InvestigationRoot Cause AnalysisRegulatory ComplianceStakeholder ManagementProcess ImprovementCustomer ProtectionAnalytical & Problem-Solving SkillsAttention to Detail & Communication Skills