Complaint Analysis Manager
4 weeks ago
Job Responsibilities:
· Collate, analyse, interpret and present complaint data systematically and comprehensively to identify key trends and patterns.
· Perform root cause investigations, analysis, as well as, recommendations for corrective and/or preventive action.
· Transform analysis outcomes into actionable insights by identifying opportunities to make systemic improvements through process enhancement and/or re-engineering.
· Collaborate with stakeholders from relevant Departments and Business Units to champion and gain buy-in to process enhancement initiatives/projects.
· Participate in inter-departmental cross-functional projects.
· Establish, develop and lead a team of complaint analysts.
Job Requirements:
· Minimum 5 years’ prior experience and proven track record in the area of complaint management; analysis, quality assurance and customer experience.
· Experience in a regulated industry will be an added advantage.
· Strong analytical and problem-solving skills, with a demonstrated ability to identify, analyze, and resolve complex issues.
· Excellent communication both written and oral. Confidently articulates information in a concise manner and effectively facilitates discussions.
· Strong interpersonal skills to build relationships both within Customer Service and with cross-functional partners.
· Experience in process improvement methodologies such as Lean, Six Sigma, or similar is a plus.
· Ability to perform job function with minimal supervision and work independently, taking initiative to put forward recommendations, where appropriate.
Tell employers what skills you have
Forecasting
Customer Experience
Process Improvement
Quality Assurance
Financial Planning
Interpersonal Skills
Recruiting
Business Analysis
Business Acumen
Reengineering
SQL
Financial Analysis
Data Science
Lean Six Sigma
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