Complaints Handling Unit Manager
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Envision Employment Solutions is currently looking for a Complaints Handling Unit Manager for one of our partners, a leading Digital Bank!
THE ROLE
You own how the digital bank puts things right. When a customer complaints, the process that resolves it fairly and on time is yours, and so is the harder job of finding why the complaint happened and fixing it at the source. In a bank the regulator watches closely, you are the one who keeps the digital bank honest with its customers and defensible with the CBE.
WHAT YOU’LL DO
- Own complaint handling end to end, from intake and investigation through to fair, timely resolution
- Hold the function to CBE consumer protection regulations and the applicable complaint handling frameworks
- Manage regulatory escalations and coordinate the digital bank’s formal responses to official complaints
- Analyze complaint trends, run root cause analysis and drive remediation across the business units that caused them
- Report complaint trends, resolution times and regulatory exposure to leadership with the details they can act on
- Coach and manage the Complaints Handling Analysts to meet quality and timeliness targets
WHAT WE’RE LOOKING FOR
- 5 to 8 years in complaints management or customer operations in a regulated financial institution
- Strong knowledge of CBE consumer protection regulations and complaint handling frameworks
- Experience managing regulatory interactions and formal complaint responses
- The analytical skill to identify trends and turn them into root cause remediation
- High attention to detail and strong written communication
YOU’LL THRIVE HERE IF YOU
- You believe a complaint is a gift, because it tells you exactly what to fix
- You’d rather remove the cause than resolve the same complaint twice
- You hold fairness and timeliness together, never one at the cost of the other
- You want to build the function that keeps a bank honest with its customers
Skills
As published by workable · 19 questions · 12 written answers
Basics
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter
Pick from a list (7)
- How did you hear about us?
- Are you currently based in Egypt? If not, are you willing to relocate to Egypt for this role?
- This is a full time, on site role. Are you comfortable and available to work on site?
- Do you have 5 to 8 years of experience in complaints management or customer operations within a regulated financial institution?
- Do you have working knowledge of CBE consumer protection regulations and complaint handling frameworks?
- Do you have experience managing regulatory escalations or formal complaint responses to a regulator?
- Do you have experience managing or coaching a complaints handling or customer operations team?
Written answers (12)
- If you were referred to this role by a recruiter, please provide their name.
- How would you rate your English proficiency (written and spoken)?
- Describe your experience owning complaints handling end to end, from intake through investigation to resolution. What was the volume and complexity of cases you managed?
- Walk us through how you've managed a regulatory escalation or formal complaint response. What was the outcome?
- Tell us about a time you ran root cause analysis on a complaint trend and drove remediation across other business units. What changed as a result?
- Describe your experience with CBE consumer protection regulations or similar regulatory complaint handling frameworks.
- How do you balance fairness and timeliness when resolving a complaint, especially under pressure to close cases quickly?
- Tell us about a time you had to report complaint trends or regulatory exposure to leadership. What did you highlight and why?
- Describe your experience coaching or managing a team against quality and timeliness targets.
- What is your current monthly net salary?
- What are your expected monthly net salary requirements?
- When can you start? (Notice Period)