Complaints Handling Unit Manager

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 resolution
• Hold the function to CBE consumer protection regulations and the applicable complaint handling frameworks
• Manage regulatory escalations and coordinate the digital bank’s formal responses to official complaints
• Analyze complaint trends, run root cause analysis and drive remediation across the business units that caused them
• Report complaint trends, resolution times and regulatory exposure to leadership with the details they can act on
• Coach 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 institution
• Strong knowledge of CBE consumer protection regulations and complaint handling frameworks
• Experience managing regulatory interactions and formal complaint responses
• The analytical skill to identify trends and turn them into root cause remediation
• High 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 fix
• You’d rather remove the cause than resolve the same complaint twice
• You hold fairness and timeliness together, never one at the cost of the other
• You want to build the function that keeps a bank honest with its customers