The Client Management Team Lead is responsible for driving the end‑to‑end quality strategy, training, and process improvements for the Customer Support team, ensuring consistent delivery of high‑quality, customer‑centric service across all support channels.

• Complaint & Service Recovery Management: Lead and mentor a team of Service Specialists, overseeing day‑to‑day complaint handling operations and performance; design, implement and continuously refine the complaint management framework, policies and SOPs in alignment with internal policies and external regulatory obligations; develop and implement effective service recovery strategies, including managing high‑stakes customer situations and conducting face‑to‑face engagements where necessary; oversee the investigation of complex or escalated customer complaints and ensure thorough root cause analysis; monitor and analyse complaint trends, identify systemic issues ...