Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. "Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the primary g...

Job Description

To lead the end-to-end complaints management process in Kenya by ensuring effective resolution of customer complaints, driving root cause analysis, implementing corrective and preventive actions, maintaining regulatory compliance, and generating actionable insights that reduce customer friction, prevent recurrence of issues, and enhance the overall client experience.

Qualifications

Type of Qualification:

First Degree

Field of Study:

Business Commerce, Banking, Finance, Accounting or related field

Professional certification in Customer Experience Management, Complaints Handling, Service Recovery, or a related discipline (e.g., Certified Customer Experience Professional (CCXP), Certified Customer Experience Manager (CCEM), or equivalent) is preferred

Experience Required

A minimum of 5 to 7 years’ relevant experience in complaints management, customer issue resolution, service recovery, client experience, or a related customer-focused role.

Proven knowledge of the banking regulatory environment, including Central Bank of Kenya (CBK) requirements, conduct risk principles, and consumer protection standards.

Demonstrated experience in conducting root cause analysis, tracking corrective and preventive actions, and driving continuous improvement initiatives to enhance customer outcomes and operational effectiveness.

Strong analytical capability, with experience in data analysis, management information reporting (MIS), dashboard development, and performance reporting to identify complaint trends, monitor remediation actions, and generate actionable business insights.

Additional Information

Behavioural Competencies:

• Articulating Information
• Embracing Change
• Providing Insights
• Taking Action
• Team Working
• Upholding Standards

Technical Competencies:

• Complaints management and client resolution expertise.
• Product Knowledge
• Governance, risk and compliance requirements.
• Data Analyrtics
• Root Cause Analysis
• Knowledge of Banking Environment

• Lead the end-to-end complaints management process in Kenya
• Ensure effective resolution of customer complaints
• Drive root cause analysis
• Implement corrective and preventive actions
• Maintain regulatory compliance
• Generate actionable insights that reduce customer friction, prevent recurrence of issues, and enhance the overall client experience

• Complaints management and client resolution expertise
• Product Knowledge
• Governance, risk and compliance requirements
• Data Analytics
• Root Cause Analysis
• Knowledge of Banking Environment
• Articulating Information
• Embracing Change
• Providing Insights
• Taking Action
• Team Working
• Upholding Standards

• First Degree in Business Commerce, Banking, Finance, Accounting or related field
• Professional certification in Customer Experience Management, Complaints Handling, Service Recovery, or a related discipline (e.g., Certified Customer Experience Professional (CCXP), Certified Customer Experience Manager (CCEM), or equivalent) is preferred