Complaints Resolution Specialist

Lead and supervise the complaint management team to ensure accurate, timely, and fair resolution of customer complaints across all channels (digital, call center, and other touchpoints)

Review and manage complex, sensitive, or high-risk complaints, providing guidance and escalation support to relevant internal teams

Ensure complete, accurate, and well-documented complaint records and reporting for management review and regulatory submission

Oversee Market Conduct Complaints and Complaint Audit activities to ensure complaint resolutions meet regulatory standards and customer satisfaction expectations

Monitor and manage complaint handling performance against SLAs, KPIs, and regulatory requirements in a digital banking context

Ensure all complaint handling processes comply with internal policies, SOPs, and applicable regulations

Conduct root cause analysis ...