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Responsible for the execution of complaints handling activities of the department and to ensure effective and efficient management and delivery of excellent customer service. The role also covers internal control risk assessments across all correspondence tiers, risk management around processes and systems, conducting deep dives on BNM findings and working closely with HOD to provide effective reviews and corrective measures.

Complaints Management:

• Consistent delivery of customer service excellence through effective & efficient handling of Customer complaints received through all channels.
• Monitor quality of complaints handled to ensure fairness and achieving given productivity targets while managing potential risk and regulatory breaches.
• Effective management of dynamic and complex caseloads in accordance to all internal complaints procedure while complying to the complaints SLA and BNM requirements.
• Dissemination of expert advice and support to other correspondence staff on effective handling of complaints and impart operative investigation techniques to assist with enquiry and complaints resolution.
• Establishes and maintain an effective complaints framework and relevant systems for risk information to be shared between BNM, Customer Care and other stakeholders.
• To analyze and present complaint findings periodically to HOD and Managers for appropriate action with emphasizing reasons for negative or positive trends.

Management Reporting

• Analyses regular or ad-hoc complaints reports/statistics and collaborate with Managers or HOD on actions to close gaps effectively.
• Analyze and present complaint findings periodically to HOD and Managers for appropriate action with emphasizing reasons for negative or positive trends.

Ad hoc initiatives

• Lead initiatives as and when assigned

Build a career with us as we help our customers and the community live healthier, longer, better lives.

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