Dispute Resolution Manager, Early Resolution
Core
Lead Early Resolution teams to manage complaint intake, triage, and resolution, ensuring fair and timely customer outcomes.
Role type
Senior IC Dispute Resolution Manager
Builds
Operational processes for complaint management and early intervention pathways
Domain
Financial services / Regulatory compliance / Customer service
Deliverable
client delivery
Required skills
Team leadership, case flow management, triage processes, operational planning, stakeholder management, process improvement, recruitment, training
Preferred skills
Experience with complex/escalated complaints, data-driven decision making, organizational change management
Responsibilities
Lead day-to-day operations of Early Resolution teams, coach and develop team members, monitor case flow and operational performance, oversee triage and allocation of new complaints, provide advice on complex escalated complaints, identify systemic issues to improve processes
Seniority
Senior, hands-on IC
