Assistant Manager , RCA & Customer Insights

Job description

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