Manager Complaints
Eligibility
Qualifications
Minimum Bachelor’s degree preferably a Master’s from an HEC-recognized institute/university.
Qualification in Islamic Finance will be an added advantage.
Skills
FTF, Business Conduct & compliance expertise.
Real-time operations & TAT management.
RCA, AHT & FCR management skills.
Team coaching & empathetic communication.

Experience
More than 10 years of relevant work experience, with at least 5 years in a managerial role.
Key Responsibilities
Designing and managing end-to-end complaint handling while ensuring regulatory compliance and exceeding customer expectations.
Monitoring KPIs, complaint trends, and grievance channels to maintain FTF and service quality standards.
Owning the end-to-end customer experience across a high-throughput grievance ecosystem.
Resolving high-priority customer complaints and improving the overall grievance experience.
Leading team training on...