Complaints Manager

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Complaint Management: Oversee the handling of level 1 and 2 customer complaints to ensure timely and satisfactory resolution, adhering to company policies and regulatory requirements.
• Auditing: Perform daily audits to ensure all reporting, tickets, and calls comply with company policies. Ensure detailed resolution notes are captured, and root cause analysis is properly conducted.
• Work closely with the second line complaints team to ensure proper reporting, information sharing, and transparency across teams.
• Leadership Updates: Provide weekly updates to leadership, sharing complaint trends and findings.
• Continuous Improvement: Drive initiatives to streamline complaint management processes, enhance efficiency, and minimize recurrence of complaints.
• Cross-Department Collaboration: Collaborate with all departments, including the contact center, to address underlying issues contributing to customer complaints.
• Customer Advocacy: Work with the voice of customer team to advocate for customer needs and drive initiatives to improve customer satisfaction and loyalty.
• Training and Support: Provide guidance, training, and support to customer-facing teams on effective complaint handling techniques, customer empathy, and conflict resolution skills.
• Regulatory Compliance: Stay abreast of relevant regulations and industry standards related to complaint management and ensure compliance across the organization.
• Performance Metrics: Work with Customer Leadership to define key performance indicators (KPIs) for measuring complaint resolution effectiveness and monitor performance against targets.
• HR Functions: Oversee administrative functions related to Human Resources, including scheduling, time off, forecasting, performance reviews, and disciplinary actions.
• Risk Management: Escalate significant risks and loss exposure to senior management.
• Policy Development: Maintain and develop training, procedures, and department policies as needed.

POSITION SPECIFICATIONS:

Education:

• Bachelor’s degree in business or a related field, or equivalent work experience preferred. Legal education or background is highly desirable.

Experience: 

• 7+ years in a leadership role overseeing customer complaints management, with extensive experience in regulatory compliance and requirements.
• Strategic Mindset: Ability to develop and implement long-term plans to enhance customer satisfaction and loyalty, considering compliance and legal concerns.
• Analytical Skills: Exceptional analytical and problem-solving skills, with the ability to conduct root cause analysis and drive process improvements while considering regulatory and legal constraints.
• Communication Skills: Excellent communication and interpersonal skills, with the ability to collaborate effectively across all levels of the organization and with legal counsel.
• Leadership: Strong leadership qualities with the ability to inspire and motivate teams to achieve goals and drive continuous improvement, while ensuring legal compliance.