Complaint Management - Manager

Network International

Responsible for monitoring Complaint through workflow/email

Responsible for all KPIs & SLAs for Complaint.

Service touch point for internal and external customers, IT co-ordination for Production support

Responsible for competent service delivery, risk mitigation and resource productivity.

Responsible to identify service and process enhancement opportunities.

Responsible for RCA for complaints.

To deliver a high quality comprehensive and consistent approach to dealing with complaints.

To improve SLA and prepare and present Daily and Monthly Service Dashboard

To capture, investigate and respond to escalated complaints, monitor progress against complaints.

To proactively contribute to identifying continuous improvement initiatives, to identify changes and solutions, which improve the resolution of complaints.

Collate Client satisfaction information to identify the success of our service provision and identify opportunities for service improvement.

Oversee complaints root cause analysis.

To be an effective communicator and ensure all complaints, are acknowledged in a timely manner and client are kept informed throughout the complaint process.

Handle the resolution of client complaints

Monitor and improve trends in complaints volume and react immediately in case of any unusual

Promote governance development within and ensure feedback to the Divisions

Share and present periodically the findings and work with the respective stakeholders to fix the identified gaps/pain points

Identify areas for improvement in the quality of complaints handling and work with respective stakeholders to address

Be part of the development and maintenance of systems for the management of complaints

Obtain impact, Root cause Analysis and corrective action from IT /vendor for any issues and to avoid repeated issue

Support teams to implement the projects as (IT, Business, Ops, etc.)

Ensures quality delivery by 3rd party providers as per the guidelines

Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the organization

Core Competencies

Ability to develop strong professional relationships between Team and other units

Overall understanding of issuing/payments landscape

Expertise in CMS, CRM, product management tools, automation and reporting tools

Strong verbal and written communications.

Fluent communication skills