Head, Customer Experience Resolution

About the role

The Head, Customer Experience Resolution provides strategic leadership and oversight of the customer complaints and service resolution function across the financial services division. The role ensures complaints, escalations, service requests and disputes are resolved promptly, fairly and effectively, while driving customer satisfaction, operational efficiency and regulatory compliance.

Key responsibilities

• Lead end-to-end management of customer complaints, disputes, escalations and service issues, set complaint handling procedures, resolution standards and SLAs, and oversee complex, sensitive and high-value complaints
• Provide leadership to the Customer Experience Resolution team, set targets and priorities, supervise team leads and back office staff, and drive training and development
• Act as escalation point for critical complaints, work with Operations, Technology, Compliance, Risk, Finance and Business Development, and liaise with regulators where needed
• Ensure compliance with regulatory requirements, AML guidelines and risk frameworks, including documentation, investigation, tracking and closure of complaints
• Improve processes through automation, workflow and technology adoption, analyse complaint trends and root causes, and set quality assurance mechanisms
• Develop and monitor KPIs, report to Executive Management on trends, risks and performance, and track SLA compliance, resolution quality and customer satisfaction

Required profile

• Bachelor's degree in Business Administration, Finance, Economics, Management or a related discipline
• Minimum 7 years' experience in Customer Experience, Contact Centre Operations, Complaints Management, Customer Service or related functions in Banking, Fintech or Financial Services
• Minimum 3 years' experience in a managerial or leadership capacity
• Proven experience in complaint management frameworks, operational policies and service improvement initiatives
• Strong knowledge of financial services regulations, consumer protection, AML guidelines and operational risk management

Required skills

• Experience with customer experience reporting, performance analytics and CRM or complaint management systems
• Strategic leadership, stakeholder management, conflict resolution, risk management and process improvement
• Excellent written and verbal communication

A professional certification in Customer Experience, CRM, Banking or Service Management is an added advantage. Benefits are listed as "Industry Standard".