Standard Bank Group is seeking a Complaints Review & Prevention Manager in Nairobi, Kenya. The successful candidate will lead the end-to-end complaints management process in Kenya by ensuring effective resolution of customer complaints, driving root cause analysis, implementing corrective and preventive actions, maintaining regulatory compliance, and generating actionable insights that reduce customer friction, prevent recurrence of issues, and enhance the overall client experience.
Responsibilities
- Lead the end-to-end complaints management process across Kenya.
- Ensure effective and timely resolution of customer complaints.
- Drive root cause analysis to identify underlying drivers of client friction.
- Implement corrective and preventive action plans to prevent recurrence of issues.
- Ensure full compliance with Central Bank of Kenya (CBK) regulatory requirements, conduct risk principles, and consumer protection standards.
- Track corrective actions and drive continuous improvement initiatives across operations.
- Perform data analysis and develop Management Information System (MIS) reports and dashboards to monitor trends and inform leadership decisions.
Qualifications and Experience
- Education: First Degree in Business Commerce, Banking, Finance, Accounting, or a related field.
- Certifications: Professional certification in Customer Experience Management, Complaints Handling, Service Recovery, or a related discipline (e.g., CCXP, CCEM) is preferred.
- Experience: Minimum of 5 to 7 years' relevant experience in complaints management, customer issue resolution, service recovery, or client experience within a banking environment.
- Deep knowledge of Central Bank of Kenya (CBK) requirements, conduct risk, and consumer protection standards.
- Demonstrated capability in root cause analysis, data analytics, MIS reporting, and dashboard development.
Competencies
- Technical: Complaints management, client resolution expertise, product knowledge, governance/risk/compliance, data analytics, root cause analysis, banking environment knowledge.
- Behavioural: Articulating information, embracing change, providing insights, taking action, team working, upholding standards.
How to Apply
Interested and qualified candidates should apply online through the job portal link provided in the application section.
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