Complaint Manager Job

Key Responsibilities:

1. To acknowledge and contact customers/complainants for complaints raised for misselling, fraud, policy service issues, senior management cases, social media cases, and ombudsman cases.
2. Escalation to sales/ internal stakeholders.
3. Case facts findings & case investigation.
4. Resolution management through communication with customers/complainants.
5. Provide process insights, changes, enhancements, and improvements.
6. Team player for driving projects/ team initiatives.
7. Support in related list of activities- internal reports preparation, regulatory reporting, management reporting, complaints analysis, team mentoring, team training & development, etc.

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