Job Information
Complaint Handling Manager Job at I&M Bank Ltd - Career Opportunity in Kenya
I&M Bank 11 Days Ago
Job Type: Full-Time
Job Category: Management
Posted: 14-02-2020
Deadline of this Job:  24 February 2020
Duty Station: Nairobi
Job Status
Start Publishing: 14-02-2020
No of Jobs: 1
Stop Publishing (Put date of 2030): 14-02-2065
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Job Description

Vacancy title:
Complaint Handling Manager

[ Type: FULL TIME , Industry: Banking , Category: Management ]


Jobs at:

I&M Bank Ltd

Deadline of this Job:
24 February 2020  

Duty Station:
Within Kenya , Nairobi , East Africa

Date Posted: Friday, February 14, 2020 , Base Salary: Not Disclosed

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking. Started in 1974, it evolved from a community financial institution to a publicly listed major regional commercial bank offering a full range of corporate and retail banking services, 35 branches in Kenya and international operations in 3 other countries. I&M Bank is a dominant player in the Kenyan market that has been consistently growing, and is innovative in terms of the type and range of products and services it offers. The role holder will be responsible for end to end complaints management / resolution and monitoring the Banks Complaint Management System This includes ensuring that all complaints raised are captured in the Complaint Centre system, assigned to the correct resolvers and resolved within the shortest time possible. .

The incumbent will report to the Team Leader-Complaints Handling and will be responsible for:
• Tracking in order to ensure all Customer Service Officers, Branch and other bank staff utilize the Finacle CRM to capture and log complaints
• Proper monitoring of complaints logged in to Finacle CRM to ensure timely and satisfactory closure of Customer Complaints raised.
• Following up with reporters and resolvers for constant updates on complaints
• Regular following up of Issues to ensure outstanding issues are dealt with and customers are updated on the same
• Monitoring and escalating recurring Issues to improve on the level of service to customers
• Implementation of the Bank’s Complaints Management Strategy
• Conducting Voice of the Customer Surveys on the Complaints resolution process.
• Communicating to customers upon receipt and closure of the complaint in writing as stipulated in the Consumer Protection Guidelines.
• Handling Customer complaints and Queries on Social Media
• Monitoring issues raised on Service Desk.

Job Skills: Not Specified

• Business related degree holder from a recognized University
• Banking qualifications desirable
• Customer service qualifications
• A minimum of 2 years relevant experience preferably in a financial institution preferably a bank with familiarity to the call centre function
• Excellent verbal and written communication skills
• Excellent time management skills
• Excellent report writing skills
• Good interpersonal skills and ability to interact with all levels of personnel within and outside the Bank.
• Ability to pay attention to detail and work under minimum supervision
• Computer literate
• Respect for customer and business confidentiality
• Good problem solving and analytical skills.
• Good judgement and decision-making skills.

Job Education Requirements: Not Specified

Job Experience Requirements: Not Specified

Work Hours: 8


Job application procedure
  click here to apply

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