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Complaint Analysis Manager
Job Responsibilities:
· Collate, analyse, interpret and present complaint data systematically and comprehensively to identify key trends and patterns.
· Perform root cause investigations, analysis, as well as, recommendations for corrective and/or preventive action.
· Transform analysis outcomes into actionable insights by identifying opportunities to make systemic improvements through process enhancement and/or re-engineering.
· Collaborate with stakeholders from relevant Departments and Business Units to champion and gain buy-in to process enhancement initiatives/projects.
· Participate in inter-departmental cross-functional projects.
· Establish, develop and lead a team of complaint analysts.
Job Requirements:
· Minimum 5 years’ prior experience and proven track record in the area of complaint management; analysis, quality assurance and customer experience.
· Experience in a regulated industry will be an added advantage.
· Strong analytical and problem-solving skills, with a demonstrated ability to identify, analyze, and resolve complex issues.
· Excellent communication both written and oral. Confidently articulates information in a concise manner and effectively facilitates discussions.
· Strong interpersonal skills to build relationships both within Customer Service and with cross-functional partners.
· Experience in process improvement methodologies such as Lean, Six Sigma, or similar is a plus.
· Ability to perform job function with minimal supervision and work independently, taking initiative to put forward recommendations, where appropriate.