Complaint Unit Manager

Main role

• Receive, log and investigate customer complaints via multiple channels and ensure they are resolved within SLA.
• Provide fair and transparent solutions while adhering to bank and CBE policies.
• Draft formal responses with clear explanations of outcomes.
• Maintain accurate records for audits and regulatory reporting.
• Escalate unresolved or high-risk complaints to senior management as needed.

Job requirements

• Bachelor's degree in Business, Finance, Law, or related field.
• 10+ years in the banking sector, of which 5 years specifically in complaints handling, compliance or quality.
• Understanding of banking products, CBE regulations and the dispute resolution process.
• Strong analytical and problem-solving abilities; excellent communication and negotiation skills; high empathy and conflict-resolution skills.