Head, Customer Experience Resolution
Core
Provide strategic leadership and oversight of the customer complaints and service resolution function across the financial services division.
Role type
Senior leadership customer experience resolution manager
Builds
Complaints management frameworks, service recovery processes, and operational efficiency improvements
Domain
Financial Services / Customer Experience / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Strategic leadership, People management, Complaints management, Stakeholder engagement, Regulatory compliance, Process improvement, Data analysis, Risk management
Preferred skills
Professional certification in Customer Experience or Banking, Experience with CRM or complaint management systems
Responsibilities
Lead end-to-end management and resolution of customer complaints and escalations, Supervise and develop team leads and backoffice operations personnel, Collaborate with Operations, Technology, Compliance, and Risk teams, Ensure compliance with regulatory requirements and internal policies, Drive process automation and workflow improvements, Develop and monitor KPIs for the resolution function
Seniority
Senior, hands-on IC with leadership mandate