Complaint Quality Review Team Member (Customer Experience)

About the role

This position is responsible for independently reviewing and validating complaint resolutions to ensure fairness, correctness, and regulatory compliance. The role supports a high‑visibility governance function within a banking environment, driving quality and audit‑ready outcomes.

Key responsibilities

• Validate complaint decisions and rejections for fairness and defensibility.
• Ensure complaint outcomes meet governance and regulatory expectations.
• Perform objective, independent reviews without reliance on upstream teams.
• Identify gaps in investigation quality, policy interpretation, reasoning, and documentation, and drive corrective actions.
• Draft clear, empathetic, regulator‑safe final disposition responses.
• Maintain audit‑ready documentation and support senior stakeholder engagements on quality and governance matters.

Required profile

• Proven senior‑level judgment and decision accountability in grievance redressal.
• Strong customer orientation combined with regulatory rigor.
• High analytical depth to spot quality gaps and drive improvements.
• Excellent written communication with attention to detail.
• Experience in complaint governance, internal ombudsman support, audit, or compliance‑oriented roles.
• Sound understanding of banking products, policies, and the end‑to‑end complaint lifecycle.
• Comfort engaging senior stakeholders on quality and decision integrity.

Required skills

• Complaint management systems

What we offer

• Opportunity to influence governance in a regulated banking environment.
• Collaborative team with high visibility and impact.