Complaints Review & Prevention Manager

Role Overview

You will take full ownership of how customer complaints are raised, investigated, and resolved across the bank’s Kenyan operations. Your core mission is to turn every complaint into a learning opportunity—digging beneath individual cases to uncover systemic faults, coordinating fixes with multiple internal teams, and making sure the bank stays fully aligned with CBK conduct expectations. Beyond day-to-day resolution, you will use complaint data to identify friction points in the customer journey and drive changes that genuinely reduce repeat issues and improve overall service quality.

Key Responsibilities

• Oversee the complete complaints lifecycle from first contact through investigation, response, and final closure, ensuring each case is handled fairly, transparently, and within regulatory timeframes.
• Run in-depth root cause analyses on recurring complaint themes and work with product, operations, and technology teams to implement both corrective actions and preventive safeguards that stop the same problems from re-emerging.
• Prepare and maintain management information reports and interactive dashboards that track complaint volumes, resolution speeds, and trend movements for senior leadership and business unit heads.
• Ensure all complaint handling processes comply with Central Bank of Kenya regulations, consumer protection principles, and internal conduct risk policies, including timely submission of regulatory returns.
• Act as the main point of escalation for complex or high-risk complaints, making judgement calls that balance client fairness with the bank’s operational and reputational exposure.
• Collaborate with frontline staff and customer experience teams to develop service recovery protocols, complaints-handling guidelines, and skill-building materials that raise the standard of every client interaction.
• Translate complaint analytics into actionable recommendations, then champion those recommendations across the business to eliminate unnecessary customer friction and improve retention.

Requirements & Qualifications

• First degree in Business Commerce, Banking, Finance, Accounting, or a closely related field; a professional certification in Customer Experience Management, Complaints Handling, or Service Recovery (such as CCXP or CCEM) is an added advantage.
• At least five to seven years of hands-on experience in complaints management, customer issue resolution, service recovery, or a similar client-obsessed role, ideally within banking or regulated financial services.
• Sound working knowledge of Kenya’s banking regulatory environment, including CBK directives, conduct risk expectations, and wider consumer protection standards.
• Proven ability to lead root cause analysis sessions, track corrective and preventive actions, and drive continuous improvement that produces measurable reductions in repeat complaints.
• Strong analytical and reporting skills, including experience building management information reports, designing dashboards, and interpreting complaint data to support strategic decisions.
• Demonstrated interpersonal and communication skills, with the confidence to articulate findings to senior stakeholders and facilitate cross-functional problem solving.
• Familiarity with core banking products and services, alongside governance, risk, and compliance frameworks that shape how a bank interacts with its customers.