Senior Manager, Customer Care

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About the Role

This role will oversee the end-to-end complaints management process, ensuring timely and effective resolution of customer complaints while maintaining compliance with regulatory standards and enhancing customer satisfaction. This leadership role requires strategic vision, operational excellence, and a commitment to driving a customer-centric culture within the organization.

1.Strategic Leadership

a.Develop and execute the overall strategy for complaints management aligned with organizational goals and customer service standards.

b.Foster a customer-first culture by setting the vision, mission, and values for the complaints management team.

c.Collaborate with senior leadership to align complaints management initiatives with broader business objectives.

2.Complaints Handling and Resolution

a.Oversee the end-to-end complaints...