Head, Customer Experience Resolution

The Head, Customer Experience Resolution is responsible for providing strategic leadership and oversight of the customer complaints and service resolution function across the financial services division. The role ensures that customer complaints, escalations, service requests, and disputes are resolved promptly, fairly, and effectively, while driving customer satisfaction, operational efficiency, and regulatory compliance.

The role will establish effective complaints management frameworks, strengthen service recovery processes, monitor resolution performance, and collaborate with relevant business units to address recurring service issues and improve the overall customer experience.

Key Responsibilities

1. Customer Complaints Management & Resolution

• Lead the end-to-end management and resolution of customer complaints, disputes, escalations, and service-related issues across the financial services division.
  

• Establish and enforce effective complaint handling procedures, resolution standards, and service level agreements (SLAs).
  

• Oversee the resolution of complex, sensitive, high-value, and high-impact customer complaints, ensuring appropriate investigation and timely closure.
  

• Ensure customers receive timely communication and regular updates throughout the resolution process.
  

• Drive effective service recovery initiatives to restore customer confidence and maintain positive customer relationships.
  

2. Strategic Leadership & Team Management

• Provide leadership and direction to the Customer Experience Resolution team, ensuring effective coordination and delivery of departmental objectives.
  

• Set departmental targets, performance expectations, and operational priorities in line with business objectives.
  

• Supervise and develop team leads and backoffice operations personnel, ensuring adequate capacity, accountability, and productivity.
  

• Identify capability gaps and implement relevant training, coaching, and development programmes.
  

• Drive a culture of accountability, responsiveness, ownership, and customer-centric service delivery.
  

3. Escalation Management & Stakeholder Engagement

• Serve as the escalation point for unresolved, recurring, and critical customer complaints requiring management intervention.
  

• Collaborate with Operations, Technology, Compliance, Risk, Finance, Business Development, and other relevant departments to facilitate timely resolution of customer issues.
  

• Engage relevant stakeholders to identify process failures, service gaps, and systemic issues affecting customer experience.
  

• Provide management with insights on critical complaints, emerging risks, and recurring service challenges.
  

• Coordinate with external stakeholders and regulatory authorities on customer complaint matters where required.
  

4. Governance, Risk & Regulatory Compliance

• Ensure the complaints resolution function operates in compliance with applicable regulatory requirements, internal policies, AML guidelines, and established risk management frameworks.
  

• Establish appropriate controls and escalation mechanisms to manage customer complaints and operational risks.
  

• Ensure proper documentation, investigation, tracking, and closure of all complaints.
  

• Monitor compliance with regulatory complaint resolution timelines and reporting obligations.
  

• Work closely with Compliance and Risk teams to address control weaknesses and implement corrective actions.
  

5. Process Improvement & Operational Excellence

• Review existing complaint management and service resolution processes to identify inefficiencies and operational bottlenecks.
  

• Drive process automation, workflow improvements, and technology adoption to enhance resolution efficiency and reduce manual errors.
  

• Analyse complaint trends and root causes to identify recurring service failures and recommend sustainable solutions.
  

• Lead initiatives aimed at reducing complaint volumes, resolution turnaround time, and repeat customer complaints.
  

• Establish quality assurance mechanisms to ensure consistency, accuracy, and effectiveness in complaint resolution.
  

6. Performance Monitoring & Management Reporting

• Develop and monitor key performance indicators (KPIs) for the Customer Experience Resolution function.
  

• Provide regular reports and actionable insights to Executive Management on complaint trends, resolution performance, operational risks, and service improvement opportunities.
  

• Use customer complaints data to identify business performance gaps and recommend strategic interventions.
  

• Monitor team productivity, SLA compliance, resolution quality, and customer satisfaction levels.
  

Requirements

• Bachelor's degree in Business Administration, Finance, Economics, Management, or a related discipline.
  

• A relevant professional certification in Customer Experience, Customer Relationship Management, Banking, or Service Management will be an added advantage.
  

• Minimum of 7 years' experience in Customer Experience, Contact Centre Operations, Complaints Management, Customer Service, or related functions within Banking, Fintech, or Financial Services.
  

• Minimum of 3 years' experience in a managerial or leadership capacity, overseeing customer service, complaints management, or backoffice operations teams.
  

• Demonstrated experience in managing complex customer complaints, service recovery, escalations, and stakeholder relationships.
  

• Proven experience in developing and implementing complaint management frameworks, operational policies, and service improvement initiatives.
  

• Strong knowledge of financial services regulations, consumer protection requirements, AML guidelines, and operational risk management.
  

• Experience in customer experience reporting, performance analytics, and the use of CRM or complaint management systems.
  

Required Skills & Competencies

• Strategic leadership and people management.
  

• Customer relationship and complaints management.
  

• Strong analytical and problem-solving skills.
  

• Stakeholder management and cross-functional collaboration.
  

• Conflict resolution and negotiation.
  

• Risk management and regulatory compliance.
  

• Process improvement and operational efficiency.
  

• Data analysis, reporting, and performance management.
  

• Excellent written and verbal communication.
  

• Decision-making and sound judgement.
  

Benefits