Complaints Manager
Core
Implement and improve the end-to-end complaint management process for clients, vendors, and third parties, ensuring timely resolution and trend analysis.
Role type
Senior operational manager (complaints & stakeholder relations)
Builds
A compliant, efficient complaint handling workflow and reporting system
Domain
Financial services / Market Intelligence
Deliverable
dashboards & analysis
Required skills
Complaint management process ownership, SLA tracking, root cause analysis, stakeholder coordination, corrective action planning, data reporting, sensitive information handling
Preferred skills
Complex data assessment, strategic problem-solving, multi-project management, negotiation, process optimization
Technologies
Salesforce, company complaint management webpage
Responsibilities
Monitor and register complaints via approved channels; categorize, prioritize, and assign complaints to owners; track SLAs and escalate overdue cases; investigate complaints and determine resolutions; implement corrective and preventive actions; prepare trend analysis and management reports; improve complaint workflows and digital capabilities.
Seniority
Senior, hands-on IC