Job Description

To 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.

Qualifications

Type of Qualification: First Degree
Field of Study: Business Commerce, Banking, Finance and Accounting

• Professional certification in Customer Experience Management, Complaints Handling, Service Recovery, or a related discipline (e.g., Certified Customer Experience Professional (CCXP), Certified Customer Experience Manager (CCEM), or equivalent) is preferred.

Experience Required

• A minimum of 5 to 7 years’ relevant experience in complaints management, customer issue resolution, service recovery, client experience, or a related customer-focused role.
• Proven knowledge of the banking regulatory environment, including Central Bank of Kenya (CBK) requirements, conduct risk principles, and consumer protection standards.
• Demonstrated experience in conducting root cause analysis, tracking corrective and preventive actions, and driving continuous improvement initiatives to enhance customer outcomes and operational effectiveness.
• Strong analytical capability, with experience in data analysis, management information reporting (MIS), dashboard development, and performance reporting to identify complaint trends, monitor remediation actions, and generate actionable business insights.

Additional Information

Behavioural Competencies:

• Articulating Information
• Embracing Change
• Providing Insights
• Taking Action
• Team Working
• Upholding Standards

Technical Competencies:

• Complaints management and client resolution expertise.
• Product Knowledge
• Governance, risk and compliance requirements.
• Data Analyrtics
• Root Cause Analysis
• Knowledge of Banking Environment