We are seeking a detail-oriented and analytically strong professional to support the company’s complaints governance and oversight framework across all business units. The role will be responsible for conducting regular quality assurance reviews on complaints handling, performing root cause analysis on complaint trends and process issues, and preparing clear management reports to support timely remediation and continuous improvement.

The incumbent will work closely with business units, complaint-handling teams and compliance to ensure complaint cases are reviewed consistently, root causes are identified and tracked to closure, and complaint metrics and trends are accurately consolidated for management oversight. The role requires strong written communication, sound judgement, and the ability to translate complaint data into actionable insights that improve customer outcomes and strengthen controls.

• Conduct regular Quality Assur...