This role is responsible for driving visibility and accountability over service performance and issue management across Group Retail
Job Summary
This role is responsible for driving visibility and accountability over service performance and issue management across Group Retail.
Key responsibilities include monitoring service KPIs, reporting performance to senior stakeholders, identifying root causes of aging requests, and generating insights.
The ideal candidate will have strong analytical skills, proven stakeholder management experience, and a proactive, continuous-improvement mindset.
Matching Summary
This role is responsible for driving visibility and accountability over service performance and issue management across Group Retail.
Skills & Requirements
Must-have
Service performance monitoring
Issue management and tracking
Root cause analysis
Data visualization tools
Stakeholder management skills
Nice-to-have
AI-enabled analytics
Proactive continuous improvement mindset
Transparency and accountability culture
Key Requirements
7+ years experience in complaint management
Bachelor's degree in Business, Operations, Analytics or equivalent
Proficiency in Excel, PowerPoint
Experience with data visualization tools (e.g. Power BI, Tableau)