Complaints Handling Unit Manager

Envision Employment Solutions is currently looking for a Complaints Handling Unit Manager for one of our partners, a leading Digital Bank!THE ROLEYou own how the digital bank puts things right. When a customer complaints, the process that resolves it fairly and on time is yours, and so is the harder job of finding why the complaint happened and fixing it at the source. In a bank the regulator watches closely, you are the one who keeps the digital bank honest with its customers and defensible with the CBE.WHAT YOU’LL DOOwn complaint handling end to end, from intake and investigation through to fair, timely resolutionHold the function to CBE consumer protection regulations and the applicable complaint handling frameworksManage regulatory escalations and coordinate the digital bank’s formal responses to official complaintsAnalyze complaint trends, run root cause analysis and drive remediation across the business units that caused themReport complaint trends, resolution times and regulatory exposure to leadership with the details they can act onCoach and manage the Complaints Handling Analysts to meet quality and timeliness targetsWHAT WE’RE LOOKING FOR5 to 8 years in complaints management or customer operations in a regulated financial institutionStrong knowledge of CBE consumer protection regulations and complaint handling frameworksExperience managing regulatory interactions and formal complaint responsesThe analytical skill to identify trends and turn them into root cause remediationHigh attention to detail and strong written communicationYOU’LL THRIVE HERE IF YOUYou believe a complaint is a gift, because it tells you exactly what to fixYou’d rather remove the cause than resolve the same complaint twiceYou hold fairness and timeliness together, never one at the cost of the otherYou want to build the function that keeps a bank honest with its customers

Envision Employment Solutions is currently looking for a Complaints Handling Unit Manager for one of our partners, a leading Digital Bank!

THE ROLE

You own how the digital bank puts things right. When a customer complaints, the process that resolves it fairly and on time is yours, and so is the harder job of finding why the complaint happened and fixing it at the source. In a bank the regulator watches closely, you are the one who keeps the digital bank honest with its customers and defensible with the CBE.

WHAT YOU’LL DO

• Own complaint handling end to end, from intake and investigation through to fair, timely resolution
• Hold the function to CBE consumer protection regulations and the applicable complaint handling frameworks
• Manage regulatory escalations and coordinate the digital bank’s formal responses to official complaints
• Analyze complaint trends, run root cause analysis and drive remediation across the business units that caused them
• Report complaint trends, resolution times and regulatory exposure to leadership with the details they can act on
• Coach and manage the Complaints Handling Analysts to meet quality and timeliness targets

WHAT WE’RE LOOKING FOR

• 5 to 8 years in complaints management or customer operations in a regulated financial institution
• Strong knowledge of CBE consumer protection regulations and complaint handling frameworks
• Experience managing regulatory interactions and formal complaint responses
• The analytical skill to identify trends and turn them into root cause remediation
• High attention to detail and strong written communication

YOU’LL THRIVE HERE IF YOU

• You believe a complaint is a gift, because it tells you exactly what to fix
• You’d rather remove the cause than resolve the same complaint twice
• You hold fairness and timeliness together, never one at the cost of the other
• You want to build the function that keeps a bank honest with its customers

Founded in 2013, Envision is a leading talent solutions provider in Egypt and the MENA region. We empower businesses of all sizes to achieve their goals by connecting them with top talent through a comprehensive suite of services, from recruitment and headhunting to payroll and onboarding, for all your staffing needs – temporary, permanent, or full-time.We don't just fill jobs, we build success. We've built a global network of highly skilled professionals, ready to add value to your organization's mission-critical projects.In today's dynamic business landscape, finding top IT and software talent is a critical, yet ever-growing challenge. Envision steps in to bridge that gap, connecting your organization with the skilled professionals you need to succeed.Our expertise lies in IT and Software recruitment, but we don't stop there. Our team of exceptional consultants leverages a vast network across diverse sectors, ensuring we identify the perfect match for every role, with a particular focus on filling your IT and software needs.We deliver across the board, with IT expertise at the core. High-performing, versatile teams: Our consultants bring a wealth of experience from diverse industries, allowing us to tackle any project. With a 95% completion rate (the remaining 5% due to unforeseen circumstances), you can be confident in our ability to deliver results. IT/Software focus: We leverage our deep understanding of the IT and software landscape to find the perfect talent for your specific needs, maximizing the value you get from each hire. Collaborative, budget-conscious approach: We work closely with your team to understand your requirements and optimize your hiring budget, ensuring a cost-effective and successful recruitment process

Founded in 2013, Envision is a leading talent solutions provider in Egypt and the MENA region. We empower businesses of all sizes to achieve their goals by connecting them with top talent through a comprehensive suite of services, from recruitment and headhunting to payroll and onboarding, for all your staffing needs – temporary, permanent, or full-time.

We don't just fill jobs, we build success. We've built a global network of highly skilled professionals, ready to add value to your organization's mission-critical projects.

In today's dynamic business landscape, finding top IT and software talent is a critical, yet ever-growing challenge. Envision steps in to bridge that gap, connecting your organization with the skilled professionals you need to succeed.

Our expertise lies in IT and Software recruitment, but we don't stop there. Our team of exceptional consultants leverages a vast network across diverse sectors, ensuring we identify the perfect match for every role, with a particular focus on filling your IT and software needs.

We deliver across the board, with IT expertise at the core.

• High-performing, versatile teams: Our consultants bring a wealth of experience from diverse industries, allowing us to tackle any project. With a 95% completion rate (the remaining 5% due to unforeseen circumstances), you can be confident in our ability to deliver results.
• IT/Software focus: We leverage our deep understanding of the IT and software landscape to find the perfect talent for your specific needs, maximizing the value you get from each hire.
• Collaborative, budget-conscious approach: We work closely with your team to understand your requirements and optimize your hiring budget, ensuring a cost-effective and successful recruitment process