Senior Manager, Customer Care
Core
Oversee end-to-end complaints management process, ensuring timely resolution, regulatory compliance, and customer satisfaction.
Role type
Senior Manager, Customer Care (Complaints Management)
Builds
Complaints handling policies, processes, and workflows for the Customer Care Team
Domain
Insurance/Financial Services, Customer Experience, Regulatory Compliance
Deliverable
product features
Required skills
Strategic leadership, complaints lifecycle management, regulatory compliance, risk management, performance monitoring, team leadership
Preferred skills
Data analysis, process improvement, stakeholder engagement
Technologies
CRM systems, case management tools
Responsibilities
Develop complaints management strategy, oversee complaint resolution and escalation, ensure regulatory compliance, define KPIs/SLAs, lead and mentor team, leverage technology for process streamlining
Seniority
Senior, management & strategy
