AVP/Sr Assoc, Complaint Management, Institutional Banking Group
Core
Manage and resolve customer complaints, feedback, and regulatory enquiries for corporate and institutional banking clients, driving service improvements and ensuring fair, timely outcomes.
Role type
Senior Associate, Complaint Management
Builds
Customer experience journey and service quality initiatives
Domain
Banking / Financial Services
Deliverable
dashboards & analysis
Required skills
Complaint investigation, Root cause analysis, Regulatory reporting, Stakeholder collaboration, Data analysis, Process improvement
Preferred skills
Corporate banking experience, Knowledge of fraud and mis-selling risks
Technologies
N/A
Responsibilities
Conduct independent, evidence-based investigations into complaints and regulatory enquiries; Analyze complaint data and emerging trends to prepare management information and regulatory reports; Provide guidance to frontline teams on complaint handling and service recovery; Identify and escalate priority risk matters including fraud and reputational risks.
Seniority
Senior, hands-on IC