
Manager Complaint Management
3 weeks ago
Position: Manager Complaint Management & Analytics
Department: Customer Experience Management
Location: Islamabad
Reports To: Deputy Director Customer Experience Management
Job Purpose:
- Manager Complaint Management & Analytics will be responsible for overseeing high level complaint resolution & satisfaction KPIs along with ensuring customer satisfaction by monitoring and analyzing key performance indicators (KPIs) e.g., CPM, CRR, CRS & TAT. Selected candidate will also be responsible to evaluate departmental standings and achievements for compliant handling and resolution.
- This role will be responsible for overseeing the entire complaint resolution lifecycle, from initial receipt to final resolution and will be expected to monitor each stage/step for efficiency, accuracy and customer centricity. This role demands a strategic mindset, a data-driven approach and strong stakeholder management skills to effectively evaluate complaint management performance, identify weakness and effectiveness of complaint insights and analytics.
Key Responsibilities:
- Manage the end-to-end complaint resolution process to ensure high customer satisfaction and timely resolutions
- Monitor and evaluate KPIs such as Complaint Per Million (CPM), Customer Resolution Satisfaction (CRS), Complaint Resolution Rate (CRR) and Turnaround Time (TAT) to drive continuous improvement
- Track and report departmental, HQ, and regional performance trends to identify patterns and areas for improvement
- Conduct in-depth analysis of Monthly, Quarterly and Annual KPIs to assess resolution efficiency, customer satisfaction levels and operational performance
- Develop and present detailed reports on complaint management performance to senior management, highlighting key insights and recommendations
- Collaborate with cross-functional teams to enhance complaint resolution processes and align strategies with customer satisfaction goals
- Ensure compliance with company policies, regulatory standards and service level agreements
- Implement corrective actions based on KPI analysis to improve customer satisfaction and complaint resolution efficiency
- Lead the development and implementation of new analytical tools and methodologies to enhance reporting accuracy and insight generation
- Identify opportunities for automation and digital transformation within the complaint management process
- Facilitate regular training and knowledge-sharing sessions to improve analytical capabilities of the complaint management teams
Qualifications and Experience
- Bachelor's degree in Business Administration, Statistics, Data Analytics, or a related field. Master's degree preferred.
- Minimum of 5-7 years of experience in complaint management, customer service, or data analytics.
- Strong knowledge of complaint resolution processes, customer satisfaction metrics, and performance management frameworks.
- Proficiency in data analytics tools such as Excel, SQL, Power BI, or similar platforms.
- Excellent communication, problem-solving, and stakeholder management skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Proven track record of driving performance improvement through data-driven decision-making.
Key Competencies
- Analytical Thinking
- Customer Focus
- Communication & Presentation Skills
- Problem Solving
- Collaboration
- Attention to Detail
- Project Management
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