Head- Complaints Management, Governance And Controls

The Head of Complaints Governance will be strategically responsible for the management of all stages of bank wide complaints process across the bank, ensuring that the regulatory & organizational requirements are met. He will ensure a robust system for managing complaints & that feedback & data is shared with the executive leadership / Board on a regular basis for the purpose of monitoring banks performance on complaints management. He will provides data, presentations & strategic improvement plans to the executive leadership team to ensure a cycle of continuous improvement in addressing customer pain points, and a comprehensive capture of data around it for top management guidance. In addition, he will handle/liaise with regulators & auditors on the bank wide complaints framework & process.He will head a team that will gather, consolidate, analyze complaint cases and trends and support efforts to continuously enhance the complaints management process of the bank.