[TEST] 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.