Complaints Review & Prevention Manager

Role Overview

This position is responsible for owning the entire customer complaints lifecycle for the bank’s Kenyan operations, from first point of contact through final resolution and post-remediation review. The role focuses on turning individual complaints into systemic improvements by identifying underlying process failures, coordinating corrective actions across departments, and ensuring every resolution aligns with the Central Bank of Kenya’s consumer protection expectations. Success means reducing repeated issues, cutting customer effort, and delivering a seamless service recovery experience that protects both the client relationship and the bank’s regulatory standing.

Key Responsibilities

• Oversee the intake, investigation, and resolution of all customer complaints across channels, ensuring responses are timely, empathetic, and compliant with internal service-level agreements.
• Conduct structured root cause analysis on complaint clusters to identify recurring themes, process gaps, and product flaws, then prioritise fixes based on customer impact and regulatory risk.
• Develop and track corrective and preventive action plans with accountable owners, monitoring implementation progress and verifying that changes actually reduce complaint volumes over time.
• Prepare and present management information reports and dashboards that translate complaint data into clear trends, high-risk areas, and actionable recommendations for business leaders.
• Act as the primary liaison with regulators and auditors on complaints-related examinations, ensuring accurate record-keeping, timely submissions, and full transparency into remediation efforts.
• Collaborate with product, operations, and frontline teams to redesign procedures, update training materials, and embed complaint learnings into daily service delivery.
• Handle escalated or sensitive complaints personally, applying sound judgement to balance customer fairness, legal exposure, and reputational considerations.
• Drive a culture of continuous improvement by tracking complaint-resolution satisfaction scores, feedback loops, and service recovery best practices across the organisation.

Requirements & Qualifications

• Bachelor’s degree in Business, Commerce, Banking, Finance, Accounting, or a directly related field.
• 5–7 years of hands-on experience in complaints management, client issue resolution, service recovery, or customer experience roles, ideally within a regulated financial services environment.
• Professional certification in customer experience or complaints handling (e.g., CCXP, CCEM) is preferred, but equivalent practical expertise will be considered.
• Demonstrated knowledge of Central Bank of Kenya regulations, conduct risk principles, and consumer protection standards as they apply to complaint handling and fair treatment of customers.
• Proven ability to perform root cause analysis and manage corrective/preventive action workflows, with a track record of converting complaint insights into measurable operational improvements.
• Strong data analysis and MIS reporting skills, including proficiency in building dashboards, interpreting complaint metrics, and presenting findings to senior stakeholders.
• Excellent written and verbal communication skills, with the confidence to articulate complex issues clearly to customers, regulators, and internal teams.
• Behavioural strengths in taking initiative, adapting to change, upholding high standards, collaborating with others, and providing strategic insight.