Complaints Review & Prevention Manager

To lead the end-to-end complaints management process in Kenya by ensuring effective resolution of customer complaints, driving root cause analysis, implementing corrective and preventive actions, maintaining regulatory compliance, and generating actionable insights that reduce customer friction, prevent recurrence of issues, and enhance the overall client experience. The role involves overseeing the entire complaints lifecycle, from initial receipt to final resolution, while collaborating with cross-functional teams to address systemic issues and improve service delivery. Key responsibilities include analyzing complaint trends, identifying root causes of customer dissatisfaction, and implementing sustainable solutions to minimize future complaints. The position requires a strong understanding of banking regulatory requirements, particularly those set by the Central Bank of Kenya (CBK), and a commitment to upholding consumer protection standards. Additionally, the role involves mentoring team members, fostering a culture of accountability, and ensuring that all complaints are resolved within stipulated timelines while maintaining high standards of professionalism and customer service.

Type of Qualification: First Degree; Field of Study: Business Commerce, Banking, Finance, Accounting or related field; Professional certification in Customer Experience Management, Complaints Handling, Service Recovery, or a related discipline (e.g., Certified Customer Experience Professional (CCXP), Certified Customer Experience Manager (CCEM), or equivalent) is preferred; A minimum of 5 to 7 years’ relevant experience in complaints management, customer issue resolution, service recovery, client experience, or a related customer-focused role; Proven knowledge of the banking regulatory environment, including Central Bank of Kenya (CBK) requirements, conduct risk principles, and consumer protection standards; Demonstrated experience in conducting root cause analysis, tracking corrective and preventive actions, and driving continuous improvement initiatives to enhance customer outcomes and operational effectiveness; Strong analytical capability, with experience in data analysis and reporting to support decision-making; Excellent communication and stakeholder management skills to liaise with internal teams, regulators, and customers; Ability to work in a fast-paced, dynamic environment with a strong focus on delivering measurable results.