Job Openings
Head- Complaints Management, Governance and Controls
About the job Head- Complaints Management, Governance and Controls
- The Head of Complaints Governance will be strategically responsible for the management of all stages of bank wide complaints process across the bank, ensuring that the regulatory & organizational requirements are met. He will ensure a robust system for managing complaints & that feedback & data is shared with the executive leadership / Board on a regular basis for the purpose of monitoring banks performance on complaints management.
- He will provides data, presentations & strategic improvement plans to the executive leadership team to ensure a cycle of continuous improvement in addressing customer pain points, and a comprehensive capture of data around it for top management guidance. In addition, he will handle/liaise with regulators & auditors on the bank wide complaints framework & process.
- He will head a team that will gather, consolidate, analyze complaint cases and trends and support efforts to continuously enhance the complaints management process of the bank.