Complaint Analysis Manager

We are looking for a skilled individual to oversee customer complaints analysis and insights generation within our leading global blockchain ecosystem. The ideal candidate will be tasked with creating and executing a framework for analyzing complaints to identify trends, root causes, and deliver insights that pave the way for process enhancements and advancements.

Responsibilities:

• Gather, analyze, interpret, and present complaint data systematically to uncover key trends and patterns.
• Conduct investigations into root causes, analyze findings, and propose necessary actions for improvement.
• Translate analysis results into actionable insights by pinpointing areas for systemic enhancements through process refinement or re-engineering.
• Collaborate with relevant departments and business units to champion process enhancement initiatives and secure buy-in.
• Contribute to cross-functional projects across departments.
• Build, develop, and lead a team of complaint analysts.
• Proficiency or experience in the blockchain industry is a notable advantage.

Requirements:

• Minimum 5 years of experience with a solid track record in complaint management, analysis, quality assurance, and customer experience.
• Regulatory industry experience is a plus.
• Strong analytical and problem-solving skills with the ability to identify, analyze, and resolve complex issues.
• Excellent written and verbal communication skills to efficiently convey information and facilitate discussions.
• Strong interpersonal skills to cultivate relationships within Customer Service and with cross-functional partners.
• Knowledge of process improvement methodologies like Lean, Six Sigma, or similar is preferred.
• Capacity to work autonomously with minimal supervision, showing initiative in recommending actions when necessary.

We offer the opportunity to play a role in leading the blockchain ecosystem, work with top-tier professionals in a global organization, operate independently on exciting projects, enjoy a results-driven workplace with growth prospects and continuous learning, competitive compensation and benefits, and remote work options based on team requirements.

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