Job Description
Role Purpose
The Complaint Resolution Manager is accountable for developing and leading the enterprise complaint resolution strategy across all customer channels, ensuring operational excellence in complaint handling, service recovery, and customer advocacy. The role oversees the governance of complaint management by driving cross-functional collaboration, root cause elimination, predictive complaint analytics, and continuous process improvement to minimize customer pain points and enhance overall service quality.
As the Voice of Customer (VoC) champion, the position transforms complaint data into strategic business insights, enabling proactive decision-making, operational optimization, and digital automation. The role ensures compliance with regulatory requirements, protects corporate reputation, and supports customer retention through data-driven service recovery initiatives while fostering a culture of continuous improvemen...