Senior Executive, Customer Engagement

About the role

We are looking for a detail‑oriented, analytically strong professional to lead our complaints governance and oversight framework across all business units. The Senior Executive, Customer Engagement will ensure consistent handling of complaint cases, identify root causes, and translate data into actionable insights that improve customer outcomes and strengthen internal controls.

Key responsibilities

• Conduct regular Quality Assurance (QA) reviews on complaint handling across all business units.
• Review complaint cases for consistency, accuracy, and compliance with internal standards and regulatory expectations.
• Perform Root Cause Analysis (RCA) on recurring complaints and process issues.
• Track remedial actions with business units until closure and maintain clear documentation of findings.
• Prepare and present regular reports on complaint trends, key issues, remediation progress, and improvement actions.
• Consolidate complaint metrics across channels and business units for senior management reporting.
• Support enhancements to complaint review processes, reporting mechanisms, and governance structures.

Required profile

• Strong analytical mindset with a keen eye for detail.
• Excellent written communication and sound judgement.
• Ability to work collaboratively with business units, complaint‑handling teams, and compliance functions.
• Experience in conducting QA reviews, RCA, and preparing management reports.
• Proactive approach to identifying issues and driving continuous improvement.

Required skills