Complaints Manager

Grade Level (for internal use): 10 The Team: Customer Experience, a core capability within Market Intelligence, collaborates closely with the Revenue organization to deliver differentiated customer experience. This group supports our sales teams and business units by overseeing customer success, sales operations, and the implementation of commercial technologies. This includes tools such as Salesforce, alignment with targets in strategic growth areas, and driving accelerated growth by placing the customer at the center of all we do. Our focus is on delivering comprehensive customer experience. The Proposal & Customer Assessment Team plays an essential role in supporting due diligence questionnaires, risk assessments, audits, DORA, and other customer inquiries. Our objective is to facilitate the new revenue generation through RFX processes and ensure superior customer satisfaction by providing high-quality proposals and relevant information during pre- and post-sales stages. We serve a diverse range of clients across various geographies and maintain a steadfast commitment to a client-first approach. Responsibilities and Impact The Complaints Manager will be responsible for implementing and continuously improving the company’s complaint management process. The role will serve as the central point of coordination for complaints raised by clients, vendors, business partners, service providers, and other external stakeholders through the company’s complaint management webpage. The role will ensure that every complaint is properly recorded, acknowledged, investigated, assigned to the appropriate owner, resolved within defined timelines, and closed with appropriate documentation and communication. The position will also analyze complaint trends and drive corrective and preventive actions to reduce recurring issues and improve stakeholder satisfaction. Own and manage the end-to-end complaint management process for clients, vendors, and other third parties. Monitor complaints received through the company’s webpage and other approved channels, ensuring timely registration and acknowledgement. Categorize, prioritize, and assign complaints to the appropriate internal department or process owner. Track complaints against defined SLAs and resolution timelines, ensuring timely follow-up and escalation of overdue cases. Coordinate with relevant stakeholders to investigate complaints, establish root causes, and determine appropriate resolutions. Ensure appropriate corrective and preventive actions are identified, implemented, and verified before complaint closure. Maintain accurate and complete complaint records, investigation details, actions, communications, and closure documentation. Handle critical, sensitive, or escalated complaints and coordinate with senior management and relevant functions where required. Prepare regular complaint reports, dashboards, trend analysis, and management insights to identify recurring issues and improvement opportunities. Continuously improve the complaint management process, including workflows, escalation mechanisms, SLAs, reporting, and digital complaint-handling capabilities. Basic Required Qualifications 8+ years of complaints handling and execution experience. Should understand the organization’s complaint-handling policy and process. Must be able to communicate clearly and professionally with complainants. Should deal with complainants respectfully, patiently, and fairly. Must be able to collect information, maintain records, and prepare complaint reports. Should handle complaints objectively, protect sensitive information, and avoid conflicts of interest. Additional Preferred Qualifications Exceptional communication and interpersonal skills, able to engage and influence stakeholders at all levels with flexibility and negotiation expertise to drive optimal outcomes. Strong analytical and problem-solving abilities, skilled in assessing complex data and developing actionable