Assistant Manager, RCA & Customer Insights

Job Purpose:

• To conduct thematic root-cause analysis (RCA) of customer complaints, identifying gaps in processes, systems, policies, and people that contribute to recurring issues. 
• To collaborate with stakeholders and process owners to brainstorm potential improvements, drive process optimization initiatives, tracking the identified actions progress and enhance overall customer experience by reducing complaints.
• To improve customer satisfaction scores (CSAT) on complaint resolution, by analyzing, monitoring feedback on complaint resolutions, and identifying opportunities to improve service quality. 
• Facilitate training, coaching, and feedback sessions for complaint-handling agents, ensuring continuous improvement in resolution quality.
• Manage governance of the complaints handling team by overseeing adherence to regulatory standards, internal policies, and defined processes

Key Result Area:

•  Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps
• Develop actionable insights and recommendations to address recurring customer pain points.
• Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
• Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.
• Leverage data analytics and customer insights to support process change proposals.
• Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.
• Lead quality assessment exercises, ensuring adherence to resolution best practices.
• Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.
• Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
• Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.
• Track the impact of implemented changes, ensuring sustained improvements.
• Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.
• Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.
• Provide quarterly and monthly updates on complaints reduction initiatives and their impact.
• Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.

Knowledge, Skills and Experience:

• 5+ years of experience in complaints management, customer experience, quality assurance, or process improvement 
• Experience in analyzing customer complaints, CSAT trends, and driving process optimization projects
• Ability to conduct in-depth RCA and derive meaningful insights from complaint data. 
• Strong knowledge of complaints, regulatory frameworks and industry best practices. 
• Excellent interpersonal and communication skills with strong problem-solving skills
• Knowledge of Lean, Six Sigma, or other continuous improvement methodologies is an advantage. 
• Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution 
• Passion for improving service delivery and reducing customer pain points.
• Communication & Presentation Skills – Ability to prepare structured decks and effectively present insights to leadership.
• Coaching & Training Ability – Experience in mentoring and upskilling teams to improve complaints handling quality.
• Data-Driven Approach – Ability to leverage complaint metrics and CSAT insights for strategic decision-making Graduate
• Advanced skills of Microsoft Excel and PowerPoint
• Graduate