Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group

Key Result Areas

• 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.
• Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience