Oversee operational readiness, governance, and process improvements across the Complaints Management function * Work closely with Complaints Department leadership to define and track key metrics and OKRs — such as resolution times, root-cause closure rates, and customer satisfaction - all what that shapes operational success * Support the complaints operational teams with root-cause analysis of recurring issues and incidents, and implement workarounds and structural fixes to effectively manage current and future risks * Experience in banking operations, complaints management, customer service, or a related function with exposure to project management, risk, and operational readiness
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