Manager, Case & Care Management (Operations & Transformation)

Investigative Analysis: Lead/Independently review reviews of client complaints. This includes analyzing transaction history, recorded lines, and email correspondence to reconstruct events accurately.

Stakeholder Collaboration: Partner with Customer Advocacy, Relationship Managers, Product teams, Branch staff to gather facts and determine if internal policies or regulatory requirements were breached.

Resolution & Communication: Draft formal investigation outcomes that are clear and professional. You will propose fair settlements or remedial actions where necessary.

Root cause assessment: Diagnose Systemic Risk or issues within the Wealth Management journey and recommend process improvements to prevent future complaints.

Dispute Resolution Strategy Formulation: Design and execute strategic dispute reso...