Lead Complaint Resolution Specialist

1 day ago

Karachi, Sindh, Pakistan beBee Careers Full time
Role Overview:
This role is a key position within the organization, responsible for managing high-severity complaints received from regulators, the Banking Ombudsman, and top-level escalations. The incumbent will ensure timely and comprehensive responses that are compliant with regulatory expectations and internal policies.

Main Responsibilities:
  • Direct and coordinate activities of the Complaints Management Team.
  • Work closely with Director CustomerCare Unit, Head Customer Experience, and Manager Customer Experience and Insights to identify and eliminate the root cause of top complaints.
  • Ensure performance metrics set by management are met.
  • Continually strive to up-skill and motivate complaint analysts.
  • Promote a culture of client centricity in complaint handling.
  • Manage and resolve high-severity complaints received from regulators, the Banking Ombudsman, and top-level escalations.
  • Ensure timely and comprehensive responses that are compliant with regulatory expectations and internal policies.
  • Coordinate with internal departments (Legal, Operations, Risk, Branches, etc.) to gather information and formulate responses.

Skills and Experience:
To succeed in this role, you should possess good written and verbal communication skills, interpersonal skills, and time management abilities. A minimum of 3-5 years of relevant experience is required.

About the Role:

This is an exciting opportunity to work in a dynamic environment where you will be responsible for ensuring the effective implementation of decisions, rulings, fatwa, and guidelines given by the Shariah Board across the business. You will also lead initiatives to streamline workflows, reduce response times, and enhance the overall email management process.

As part of this role, you will have the opportunity to work closely with various departments, including Legal, Operations, and Risk, to gather information and formulate responses. You will also be responsible for ensuring adherence to regulatory timelines as per SBP or Banking Ombudsman.

The ideal candidate will have excellent communication and interpersonal skills, with the ability to work effectively in a team environment. They will also have strong analytical and problem-solving skills, with the ability to prioritize tasks and manage multiple projects simultaneously.


Benefits:
  • A competitive salary and benefits package.

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