Senior Expert Complaint Management (m/f/d)

You are responsible for the entire complaint process in the customer service of DKBS in a digitally influenced and regulatoryly demanding environment. You control, develop and ensure the quality of all complaint-relevant processes in close cooperation with company development, customer groups and other interfaces. The aim is to use customer complaints specifically to improve service quality, process efficiency and customer satisfaction - clearly controlled, measurable effective as well as reliable and audit-proof. In doing so, you act as a central designer and connecting entity between disciplines, operational units, governance and management. End-to-end response to the complaint process - from strategic orientation to analysis and control to the implementation of sustainable measures Clear anchoring of the complaint process in the process landscape incl. Definition of process scope, interfaces and governance Technical control and networking of all participating units (strokes, part-process managers, departments) Ensuring a consistent, transparent and customer-oriented decision logic in the appeal process Definition of process objectives and KPIs, building and active use of a meaningful KPI and reporting dashboard Analysis of causes of complaints, derivation of fields of action and prioritization of optimization initiatives by added value, risk and economy Active advancement of improvement measures in the sense of a continuous improvement process (CDP) Control of special topics such as internal and external audits, revisions, regulatory requirements and optionally outsourced services Identification, evaluation and control of process risks including Further development of IKS and control mechanisms Responsibility for audit-proof process documentation (e.g. in Signavio) incl. Voting and approval Active interface and escalation management in complex issues

Multiannual experience in complaint management, process management or in a comparable end-to-end role, ideally from a larger (online) bank or a regulated environment Very good understanding of process governance, regulatory requirements, revision and IKS Experience in the analysis and control of complex processes and in deriving effective measures routine in process modeling and documentation, ideally with Signavio Embossed customer perspective and the claim to measurably improve quality and customer experience Enforcement, clarity in communication and joy in actively promoting issues Structured, self-sponsored mode of operation and the ability to understand complex facts What awaits you Real design power: You are responsible for the complaint process End-to-End and actively develop it High impact: Your work directly affects customer satisfaction, compliance, quality and efficiency Clear governance & modern control: Transparent KPIs, established process standards and space for further development Cooperation with relevant stakeholders throughout the company We appreciate a working environment of diversity based on justice and mutual respect. We look forward to all applicants regardless of nationality(s), ethnic and social origin, religions, sexual orientation and gender identity, age or gender, and people with disabilities.

Look forward to: flexible and mobile work - temporarily also in EU countries exciting and diverse tasks with great team spirit Training and future-relevant qualification individual development and career paths 30+ holiday days Duz culture/ no dress code Offers for staying healthy Driving allowance (ÖPNV), JobRad or Pluxee Benefits Card Extras such as asset-effective benefits