Vice President

• Responsible for design and implementation of the complaints handling framework
• Lead development and governance of policies, escalation protocols, and root cause analysis for complaints
• Champion a culture of fair treatment, transparency, and continuous improvement in complaint resolution
• Partner with business areas to promote complaint awareness and support training on best practices
• Oversee the collection, classification, and analysis of complaint data to identify systemic issues, risks, and emerging trends
• Deliver executive-level reporting, dashboards, and presentations to senior management and regulatory bodies
• Implement and monitor quality assurance measures across the complaints process
• Act as the primary contact for regulators regarding complaints

Assistant Vice President – Complaints Officer

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