Manager - Complaint Resolution

Khanewal; Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Khanewal seeks an experienced banking professional to manage customer complaints, ensuring fair resolution and regulatory compliance. You will develop and maintain clear policies, collaborate with Product Development and Quality Assurance, and report on trends to senior management.

The role requires a Bachelor's degree and at least five years of experience in banking or financial services, with a focus on customer satisfaction and process improvement.

Qualifications

• Bachelor's degree required with 5+ years of experience in banking or financial services.
• Experience in managing customer complaints and driving process improvements.
• Ability to analyze problems and identify root causes across departments.

Responsibilities

• Investigate and resolve complex or escalated customer complaints promptly and fairly.
• Develop and maintain clear policies, procedures, and processes for effective complaint handling.
• Monitor complaint trends to identify weaknesses in products or services and help prevent recurring issues.
• Collaborate with departments such as Product Development and Quality Assurance to identify and address root causes.
• Prepare accurate reports on complaint volumes, resolution times, trends, and performance for senior management.
• Ensure complaint resolution activities comply with applicable laws, regulations, and industry standards.
• Perform any other duties and responsibilities assigned by the Bank.

Skills

Complaint Management

Customer Satisfaction Management

Problem Analysis Skills

Education

Bachelor's Degree

Job description

Functional Area: Banking/Financial Services
Total Positions: 1

• Investigate and resolve complex or escalated customer complaints promptly and fairly.
• Develop and maintain clear policies, procedures, and processes for effective complaint handling.
• Monitor complaint trends to identify weaknesses in products or services and help prevent recurring issues.
• Collaborate with departments such as Product Development and Quality Assurance to identify and address root causes.
• Prepare accurate reports on complaint volumes, resolution times, trends, and performance for senior management.
• Ensure complaint resolution activities comply with applicable laws, regulations, and industry standards.
• Perform any other duties and responsibilities assigned by the Bank.

Jobs

Required Skills

• Complaint Management
• Customer Satisfaction Management
• Problem Analysis Skills

Eligibility Criteria

Minimum Education: Bachelor's Degree
Minimum Experience: 5 Years
Career Level: Experienced Professional