VP, CUSTOMER EXPERIENCE AND INSIGHT
Core
Lead the overall complaint handling framework for Wealth Private Banking, acting as the escalation point for serious complaints and regulatory investigations while driving strategies to reduce complaint volume and severity.
Role type
VP, Customer Experience and Insight (Complaints Management)
Builds
A structured complaint management framework and customer feedback improvement strategies for Wealth Private Banking.
Domain
Banking / Wealth Management / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Complaint management, Root Cause Analysis, Regulatory investigation, Stakeholder management, Strategic planning, Team leadership, Data reporting, Customer advocacy
Responsibilities
Oversee and drive team standards in handling serious customer complaints; Act as the escalation point and Subject Matter Expert for regulatory complaint investigations; Identify and report customer feedback trends to review services and processes; Develop and implement strategies to reduce future complaints; Provide coaching and training to frontline teams; Ensure adherence to data standards and regulations when interacting with regulatory bodies.
Seniority
VP, Strategy & Operations