Company: Standard Bank Group
Location: Nairobi
Job Type: Full Time
Apply Before: 2026-08-19
Job Description
Job Description
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.
Qualifications
Type of Qualification:
First Degree
Field of Study:
Business Commerce, Banking, Finance, Accounting or related field
Professional 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 Required
A 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 analysis, management information reporting MIS, dashboard development, and performance reporting to identify complaint trends, monitor remediation actions, and generate actionable business insights.
Additional Information
Behavioural Competencies:
Articulating Information
Embracing Change
Providing Insights
Taking Action
Team Working
Upholding Standards
Technical Competencies:
Complaints management and client resolution expertise.
Product Knowledge
Governance, risk and compliance requirements.
Data Analyrtics
Root Cause Analysis
Knowledge of Banking Environment
How to Apply
Interested and qualified? Go to Standard Bank Group on jobs.smartrecruiters.com to apply
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Source: MyJobMag