About this role
Envision Employment Solutions is currently looking for a Complaints Handling Unit Manager for one of our partners, a leading Digital Bank!
THE ROLE
You own how the digital bank puts things right. When a customer complaints, the process that resolves it fairly and on time is yours, and so is the harder job of finding why the complaint happened and fixing it at the source. In a bank the regulator watches closely, you are the one who keeps the digital bank honest with its customers and defensible with the CBE.
WHAT YOU’LL DO
Own complaint handling end to end, from intake and investigation through to fair, timely resolutionHold the function to CBE consumer protection regulations and the applicable complaint handling frameworksManage regulatory escalations and coordinate the digital bank’s formal responses to official complaintsAnalyze complaint trends, run root cause analysis and drive remediation across the business units that caused themReport complaint trends, resolution times and regulatory exposure to leadership with the details they can act onCoach and manage the Complaints Handling Analysts to meet quality and timeliness targets
WHAT WE’RE LOOKING FOR
5 to 8 years in complaints management or customer operations in a regulated financial institutionStrong knowledge of CBE consumer protection regulations and complaint handling frameworksExperience managing regulatory interactions and formal complaint responsesThe analytical skill to identify trends and turn them into root cause remediationHigh attention to detail and strong written communication
YOU’LL THRIVE HERE IF YOU
You believe a complaint is a gift, because it tells you exactly what to fixYou’d rather remove the cause than resolve the same complaint twiceYou hold fairness and timeliness together, never one at the cost of the otherYou want to build the function that keeps a bank honest with its customers