Assistant Manager , RCA & Customer Insights

Job purpose

Complaint analysis and improvement

• Identify complaint patterns and underlying issues, then develop actionable recommendations for recurring customer pain points.
• Facilitate process-enhancement projects, workshops, brainstorming, and service-recovery discussions with business units.
• Use customer insights and analytics to support process-change proposals and track the sustained impact of changes.
• Analyze complaint-resolution feedback and CSAT trends; develop plans to improve service recovery and reduce dissatisfaction.

Team quality and reporting

• Coach and train complaint-handling agents and lead quality assessments to improve resolution quality and adherence to best practices.
• Work with the Complaints Handling Team to refine communication strategies.
• Prepare reports and presentations on root-cause analysis, themes, trends, and proposed actions; present findings to leadership and stakeholders.
• Provide monthly, quarterly, and weekly updates on complaint-reduction initiatives and their impact to internal teams, working groups, and forums.

Knowledge, skills and experience

• At least five years of experience in complaints management, customer experience, quality assurance, or process improvement.
• Experience analyzing complaints and CSAT trends and driving process-optimization projects; ability to conduct in-depth root-cause analysis and derive insights from complaint data.
• Strong knowledge of complaints, regulatory frameworks, and industry best practices; strong interpersonal, communication, problem-solving, and stakeholder-engagement skills.
• Ability to prepare structured presentations, present insights to leadership, and mentor or train teams.
• Advanced Microsoft Excel and PowerPoint skills; graduate.
• Knowledge of Lean, Six Sigma, or other continuous-improvement methodologies is an advantage.