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Complaints Management Lead

2 months ago

Bengaluru, Karnataka, India Bread Financial Full time

About the Role:

The Complaints Management Lead is responsible for supervising the Complaints Management team, ensuring timely and effective responses to consumer complaints and regulatory agencies. This includes reviewing and analyzing complaints, identifying potential issues and risks, and escalating as necessary. The successful candidate will also provide training and coaching to team members to improve performance and efficiency.

Key Responsibilities:

  • Leadership: Leads and coaches team members, reviews monthly and weekly reporting metrics, and conducts training sessions.
  • Documentation and Feedback: Provides feedback to team members on necessary edits and suggestions, and collaborates with stakeholders to resolve problems.
  • Risk Identification: Identifies risks and process improvement opportunities, and escalates as necessary.
  • Process Improvement: Assists with and/or leads process improvement projects to enhance the complaint response process.

About Bread Financial:

Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending, and saving solutions. We're committed to sustainable business practices and offer a diverse suite of benefits and opportunities for career development.