Customer Experience Executive - Quality & Governance

Overview

Role Overview

1. Complaint Case Management

• Assist in receiving, logging, categorizing, and tracking complaints through to resolution.
• Ensure accurate documentation and record-keeping in complaint management systems.
• Monitor complaint SLAs and escalate potential delays to the Complaint Manager promptly.
• Support the preparation of responses for high-impact or regulatory complaints.

1. Compliance & Governance

• Ensure all complaint handling activities comply with regulatory and internal policy requirements.
• Conduct quality checks on case documentation, resolution notes, and closure evidence.
• Assist in preparing periodic reports for compliance and audit review.

1. Data Analysis & Reporting

• Support in maintaining complaint dashboards, metrics, and trend analysis reports.
• Extract and compile data insights for management presentations.
• Help identify emerging issues or recurring root causes based on complaint data.
• Participate in cross-functional review sessions to discuss complaint trends and improvement actions.

1. Process Improvement & AI Integration Support

• Contribute ideas to enhance automation and efficiency in complaint tracking and reporting tools.
• Support digital and AI-driven initiatives under the Complaint Manager’s guidance.
• Document process improvements, feedback loops, and updated workflows.

Key Success Metrics

• Complaints accurately logged and tracked in the system.
• Timely closure of cases in line with SLAs and regulatory timelines.
• Quality and accuracy of documentation and reports.
• Reduction in follow-up or reopened complaints.
• Compliance with internal governance and external audit requirements.
• Positive collaboration feedback from internal stakeholders.
• Increased operational efficiency through improved processes or automation.

Skills & Competencies

• Strong organizational and coordination skills.
• Attention to detail and commitment to data accuracy.
• Clear communication and stakeholder management abilities.
• Analytical mindset with ability to interpret complaint data and trends.
• Proficiency in complaint management systems and Microsoft Office tools.
• Knowledge of regulatory complaint handling guidelines.
• Team player with a proactive and customer-focused attitude.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Banking, or a related field.
• 3–5 years of experience in complaint handling, customer experience, or operations within banking, insurance, or financial services.
• Experience with complaint tracking systems and regulatory reporting preferred.
• Exposure to quality assurance, audit, or compliance functions is an advantage.