Complaint Analysis Manager
Binance
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- Brunei Darussalam
- Posted
Lead complaint analysis and drive process enhancements for Binance's customer support team.
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Complaint Analysis Manager
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Job Location
Brunei DarussalamCambodiaGeorgiaJapanArmeniaAzerbaijanBahrainBangladeshBhutanCyprusJordanKorea (South)KuwaitMalaysiaMaldivesNepalPakistanTaiwan, Republic of ChinaTajikistanLao PDRLebanonPhilippinesQatarSri LankaThailandTimor-LesteOmanMongoliaSyrian Arab Republic (Syria)TurkeyUnited Arab EmiratesViet NamAfghanistanChinaKyrgyzstanMyanmarSingaporeTurkmenistanYemenKazakhstanPalestinian TerritoryRussian FederationUzbekistanSaudi ArabiaIndiaIndonesiaIran, Islamic Republic ofIraqIsrael
Job Summary
Binance is seeking an experienced Complaint Analysis Manager to lead the analysis and insight generation of customer complaints. The successful candidate will develop and implement a complaint analysis framework, identify trends and root causes, and provide actionable insights to drive process enhancements. This role involves collaborating with stakeholders, leading a team of complaint analysts, and participating in inter-departmental projects. Binance offers a competitive salary, company benefits, and flexible work arrangements. The ideal candidate has 5+ years of experience in complaint management, analysis, and quality assurance, with strong analytical and problem-solving skills.
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 250 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
We are seeking an experienced and highly motivated individual to lead the analysis and insight generation of customer complaints.
The successful candidate will be responsible for developing and implementing a complaint analysis framework that entails identifying trends, root causes and providing meaningful insights to drive process enhancements and improvements.
Job Responsibilities:
- Collate, analyse, interpret and present complaint data systematically and comprehensively to identify key trends and patterns.
- Perform root cause investigations, analysis, as well as, recommendations for corrective and/or preventive action.
- Transform analysis outcomes into actionable insights by identifying opportunities to make systemic improvements through process enhancement and/or re-engineering.
- Collaborate with stakeholders from relevant Departments and Business Units to champion and gain buy-in to process enhancement initiatives/projects.
- Participate in inter-departmental cross-functional projects.
- Establish, develop and lead a team of complaint analysts.
- Knowledge and experience with blockchain industry will be strong advantage.
Job Requirements:
- Minimum 5 years’ prior experience and proven track record in the area of complaint management; analysis, quality assurance and customer experience.
- Experience in a regulated industry will be an added advantage.
- Strong analytical and problem-solving skills, with a demonstrated ability to identify, analyze, and resolve complex issues.
- Excellent communication both written and oral. Confidently articulates information in a concise manner and effectively facilitates discussions.
- Strong interpersonal skills to build relationships both within Customer Service and with cross-functional partners.
- Experience in process improvement methodologies such as Lean, Six Sigma, or similar is a plus.
- Ability to perform job function with minimal supervision and work independently, taking initiative to put forward recommendations, where appropriate.
Why Binance
• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.
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