Complaints Review & Prevention Manager

To lead the end-to-end complaints management process in Kenya by ensuring effective resolution of customer complaints driving root cause analysis implementing corrective and preventive actions maintaining regulatory compliance and generating actionable insights that reduce customer friction prevent recurrence of issues and enhance the overall client experience.

Qualifications :

Type of Qualification: First Degree
Field of Study: Business Commerce Banking Finance Accounting or related field

Professional certification in Customer Experience Management Complaints Handling Service Recovery or a related discipline (e.g. Certified Customer Experience Professional (CCXP) Certified Customer Experience Manager (CCEM) or equivalent) is preferred.

Experience Required

• A minimum of 5 to 7 years relevant experience in complaints management customer issue resolution service recovery client experience or a related customer-focused role.

• Proven knowledge of the banking regulatory environment including Central Bank of Kenya (CBK) requirements conduct risk principles and consumer protection standards.

• Demonstrated experience in conducting root cause analysis tracking corrective and preventive actions and driving continuous improvement initiatives to enhance customer outcomes and operational effectiveness.

• Strong analytical capability with experience in data analysis management information reporting (MIS) dashboard development and performance reporting to identify complaint trends monitor remediation actions and generate actionable business insights.

Additional Information :

Behavioural Competencies:

• Articulating Information
• Embracing Change
• Providing Insights
• Taking Action
• Team Working
• Upholding Standards

Technical Competencies:

• Complaints management and client resolution expertise.
• Product Knowledge
• Governance risk and compliance requirements.
• Data Analyrtics
• Root Cause Analysis
• Knowledge of Banking Environment

Remote Work :

No

Employment Type :

Full-time