Complaints Review & Prevention Manager

31 Jul 2026 Complaints Review & Prevention Manager at Standard Bank Group Recruit candidates with Ease. 100% recruitment control with Employer Dashboard.We have the largest Job seeker visits by alexa rankings. Post a Job Company: Standard Bank Group Location: Kenya State: Nairobi Job type: Full-Time Job category: Administrative/Secretarial Jobs in Kenya Resubmit your Resume Today. Click Here to Start

• 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, management information reporting (MIS), dashboard development, and performance reporting to identify complaint trends, monitor remediation actions, and generate actionable business insights. • Articulating Information • Embracing Change • Providing Insights • Taking Action • Team Working • Upholding Standards • Complaints management and client resolution expertise. • Product Knowledge • Governance, risk and compliance requirements. • Data Analyrtics