Manager - Complaint Handling and Resolution Unit

Job Description

Title: Manager - Complaint Handling and Resolution Unit

Company Name: A renowned Private Commercial Bank

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Masters degree in any discipline
∎ No 3rd division is allowed. (Below 2.50)

Experience Requirements:
∎ At least 8 year(s)

Job Context:
∎ The position is responsible to lead, direct and manage customer experience through effective complaint management skills.
∎ Designation: FAVP-AVP

Job Responsibilities:
∎ Complaint management: Receive, acknowledge and process customers' complaint/ feedback/ concern through various channels. Identify service lapse and assess the requirement of analysis. Ensure on-time complaint resolution and complete satisfaction of the valuable customers.
∎ Lead and guide Complaint Handling and Resolution Unit' and allocate job responsibilities.
∎ Communicate with FICSD of Bangladesh Bank as & when required.
∎ Complaint documentation and digital archiving.
∎ Smooth operation and development of automated complaint management system.
∎ Root Cause Analysis (RCA) & Process Re-engineering.
∎ Execution and further evaluation of departmental process/ policy.
∎ Prepare advanced level presentations for internal and external requirements.
∎ Preparation & submission of various error free reports such as: Monthly reporting to Bangladesh Bank. Prepare periodical reports for different stakeholders on Service Quality and Complaint Management.

Additional Requirements:
∎ Advanced level skill in MS Office (MS Excel, MS Word, Power Point) and other analytical tools/software.
∎ Excellent communication, negotiation, presentation and time management skill.
∎ Strong analytical, critical thinking and problem-solving skill.
∎ Excellent organizational, leadership skills and able to excel in high-pressure situations.

Salary: Negotiable

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 3 Sep 2022

Company Information:
∎ 30 Aug 2022
∎ A renowned Private Commercial Bank
∎ Business : Private Commercial Bank

Category: Bank/Non-Bank Fin. Institution

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