Complaints Review & Prevention Manager

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.To lead the end-to-end complaints management process in Kenya by ensuring effective resolution of customer complaints, driving root cause analysis, implementing corrective and preventive actions, maintaining regulatory compliance, and generating actionable insights that reduce customer friction, prevent recurrence of issues, and enhance the overall client experience.Type of Qualification: First Degree Field of Study: Business Commerce, Banking, Finance, Accounting or related fieldProfessional certification in Customer Experience Management, Complaints Handling, Service Recovery, or a related discipline (e.g., Certified Customer Experience Professional (CCXP), Certified Customer Experience Manager (CCEM), or equivalent) is preferred. Experience RequiredA minimum of 5 to 7 years’ relevant experience in complaints management, customer issue resolution, service recovery, client experience, or a related customer-focused role.Proven knowledge of the banking regulatory environment, including Central Bank of Kenya (CBK) requirements, conduct risk principles, and consumer protection standards.Demonstrated experience in conducting root cause analysis, tracking corrective and preventive actions, and driving continuous improvement initiatives to enhance customer outcomes and operational effectiveness.Strong analytical capability, with experience in data...