Envision Employment Solutions

Complaints Handling Unit Manager

Regulatory Compliance & EthicsConfirmed live in the last 24 hours

Full-timeEl Sheikh Zayed City, Giza Governorate, EgyptNo salary listedIn-person

About the Job

Requirements

Five to eight years of experience in complaints management or customer operations in a regulated financial institution.
Strong knowledge of Central Bank of Egypt consumer protection regulations and complaint handling frameworks.
Experience managing regulatory interactions and formal complaint responses.
Ability to identify complaint trends and translate them into root cause remediation.
High attention to detail and strong written communication.

Responsibilities

Own complaint handling end to end, from intake and investigation through fair, timely resolution.
Ensure the function complies with Central Bank of Egypt consumer protection regulations and applicable complaint handling frameworks.
Manage regulatory escalations and coordinate the digital bank’s formal responses to official complaints.
Analyze complaint trends, conduct root cause analysis, and drive remediation across the business units responsible.
Report complaint trends, resolution times, and regulatory exposure to leadership with actionable detail.
Coach and manage Complaints Handling Analysts to meet quality and timeliness targets.

Complaints Handling Unit Manager

Envision Employment Solutions · El Sheikh Zayed City, Egypt · Full-time · Posted 2026-08-07

Workplace: on_site

Department: Banking Operations

Description

Envision Employment Solutions is currently looking for a Complaints Handling Unit Manager for one of our partners, a leading Digital Bank!

THE ROLE

You own how the digital bank puts things right. When a customer complaints, the process that resolves it fairly and on time is yours, and so is the harder job of finding why the complaint happened and fixing it at the source. In a bank the regulator watches closely, you are the one who keeps the digital bank honest with its customers and defensible with the CBE.

WHAT YOU’LL DO

Own complaint handling end to end, from intake and investigation through to fair, timely resolution
Hold the function to CBE consumer protection regulations and the applicable complaint handling frameworks
Manage regulatory escalations and coordinate the digital bank’s formal responses to official complaints
Analyze complaint trends, run root cause analysis and drive remediation across the business units that caused them
Report complaint trends, resolution times and regulatory exposure to leadership with the details they can act on
Coach and manage the Complaints Handling Analysts to meet quality and timeliness targets

WHAT WE’RE LOOKING FOR

5 to 8 years in complaints management or customer operations in a regulated financial institution
Strong knowledge of CBE consumer protection regulations and complaint handling frameworks
Experience managing regulatory interactions and formal complaint responses
The analytical skill to identify trends and turn them into root cause remediation
High attention to detail and strong written communication

YOU’LL THRIVE HERE IF YOU

You believe a complaint is a gift, because it tells you exactly what to fix
You’d rather remove the cause than resolve the same complaint twice
You hold fairness and timeliness together, never one at the cost of the other
You want to build the function that keeps a bank honest with its customers

Apply

Apply at Envision Employment Solutions

About the Company

Envision Employment Solutions

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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