Support CB’s Complaint process – Identify and log complaints on CARE tool, manage the day today operations, to send out daily/monthly reports to different stake holders and perform quality check on a regular basis.
Maintain periodic analytics to provide management with full insight into emerging trends and the quality of the originated complaints
Partnering with cross-functional teams including the Business, Technology and Operations
Conduct ad hoc analytics and contribute to various projects representing Complaints Management
Prioritization and influencing stakeholders on business roadmap
Responsible for the timely execution of project tasks, stakeholder updates, resolving and escalating issues
To identify regulatory, vendor or any other complex client complaints received and ensure relevant actions are being taken to address them
To follow up with business and update resolution details on CARE regularly
Support new process changes and adhere to new timelines/guidelines as and when they are implemented
Other Responsibilities
Strong risk and control awareness, ability to effectively prioritize workloads and work to critical deadlines
Confident communicator & influencer to both internal and external clients
Drive process optimization and automations
Strategic thinker, able to review and implement process improvements
Work with Senior leadership locally & Globally including to achieve departmental objectives.
Assist on ad-hoc projects as needed
To establish rapport and work with local and global Senior Management Teams across multiple geographies to drive various technology & operations projects
Effective stakeholder influencing and negotiation skills
Required Qualifications, Skills and Competencies:
6-12 years of relevant experience (Client experience, Change management, Complaints, Risk & Controls)
Self-starter, ability to work both independently and as part of a team
Ability to partner across functional teams and interact with all levels of the organization
Excellent verbal and written communication skills with the ability to present information in differing degrees of detail
Investigative mindset, able to see issues at both high-level and in detail
Good organizational skills - manages & prioritizes multiple tasks within deadlines
Strong practical experience of Excel, Visio, PowerPoint,Adobe analytics, Alteryx 101
Bachelor’s degree in Commerce, Business administration or any other related field or equivalent work experience. Post Graduate qualification is a plus.
Financial service industry experience desired, but we are open to evaluating candidates with strong matching backgrounds from any industry.