Customer Experience And Compliance Manager

Job Summary

The Manager, Customer Experience & Compliance Management is responsible for leading customer experience improvement initiatives, managing customer complaint handling processes, and ensuring service quality and compliance standards across the organization. The role focuses on enhancing customer satisfaction, strengthening operational efficiency, and ensuring that all customer service activities align with organizational policies, regulatory requirements, and industry best practices.

Key Responsibilities

• Lead and manage customer experience and compliance management operations across the organization.
• Develop and implement strategies to improve customer satisfaction, service delivery, and customer retention.
• Monitor customer feedback, complaints, and service quality indicators to identify improvement areas.
• Ensure effective handling and resolution of customer complaints within established timelines.
• Coordinate with different departments to improve customer service standards and operational efficiency.
• Conduct service quality assessments, compliance reviews, and customer experience evaluations.
• Prepare periodic customer experience and compliance reports for management review.
• Ensure adherence to internal policies, regulatory requirements, and customer protection standards.
• Support the development and implementation of customer-focused products, services, and operational procedures.
• Provide leadership, coaching, and performance management support to customer experience and compliance teams.
• Promote a customer-centric culture throughout the organization.

Qualifications

• Master’s/Bachelor's Degree in Economics, Business Administration, Management, Marketing, Banking and Finance, Project Management, Information Systems, Computer Science, or related fields.
• Knowledge of IFB and AI is an added advantage.
• Proficiency in more than one local language is advantageous.

Experience

• Minimum of 5/7 years of relevant work experience respectively.
• At least 2 years of experience as Senior Officer, Principal Officer, Team Leader, or in related positions.
• Experience in CRM, Quality Assurance, Customer Experience, Product Development, Customer Complaint Management, or related areas is preferred.
• Experience in IFB operations is highly desirable.

Required Skills and Competencies

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Strong analytical, problem-solving, and decision-making skills.
• Good understanding of customer relationship management principles and service quality standards.
• Ability to handle customer complaints professionally and effectively.
• Strong report writing and presentation skills.
• Ability to work under pressure and manage multiple priorities effectively.
• Good computer application skills and familiarity with CRM systems.
• Customer-focused mindset with strong attention to detail and compliance standards.

Skills Required:

• Economics / Statistics