Complaint Resolution & SLA Governance Manager, Mukto Pay

Company Introduction As part of the global VEON Group, we are expanding into the digital financial services market to serve a broader customer base and strengthen our role in Bangladesh’s digital ecosystem. To advance this initiative, we have obtained a Payment Service Provider (PSP) license via our newly established subsidiary called - NEO PSP Limited , a next-generation payment solutions company. Operating as a wholly owned subsidiary of Banglalink, one of the country’s leading digital operators, NEO PSP is built on the vision of enabling a cashless and connected future. The company empowers businesses to accept and process payments seamlessly through a secure, efficient, and scalable payment gateway, supporting the growth of digital commerce across Bangladesh. Leveraging Banglalink’s trusted digital ecosystem and technological expertise, NEO PSP aims to simplify financial transactions for enterprises of all sizes — from startups to large corporations. Our platform would support diverse payment methods, ensuring speed, reliability, and transparency in every transaction. At NEO PSP , we are committed to enabling digital financial (FINTECH) inclusion and accelerating Bangladesh’s journey toward a smarter digital economy. With innovation, compliance, security, and customer trust at our core, we strive to become the preferred payment solutions partner for businesses nationwide. Job Description Lead end-to-end complaint management by establishing and managing processes to receive, record, investigate, resolve, and close customer, merchant, agent, and partner complaints across all service channels. Establish and govern service-level agreements (SLAs) by defining resolution timelines, response standards, escalation levels, and service KPIs for internal teams, banks, merchants, agents, technology partners, and other service providers. Manage payment-related disputes and transaction complaints involving failed, pending, reversed, duplicate, unauthorized, and disputed transactions, refunds, settlement issues, and payment discrepancies, ensuring proper investigation and resolution. Ensure regulatory compliance in complaint handling by maintaining processes aligned with Bangladesh Bank directives, applicable payment-system regulations, consumer protection requirements, and company policies; coordinate responses to regulatory complaints and information requests. Monitor SLA performance and escalations through regular tracking of response and resolution times, overdue cases, repeat complaints, service interruptions, and partner performance, ensuring timely corrective action and management escalation. Coordinate cross-functional complaint resolution with Operations, Technology, Product, Finance, Risk, Compliance, Fraud Management, Customer Service, and external partners to resolve complex cases and address root causes. Manage complaint governance and reporting by developing dashboards and periodic reports on complaint volumes, categories, resolution rates, SLA achievement, ageing, customer feedback, and recurring issues for management review. Drive root-cause analysis and service improvement by identifying recurring complaints, process gaps, system failures, and service weaknesses, and working with relevant teams to implement corrective and preventive actions. Oversee partner and service-provider performance by reviewing SLA compliance, complaint resolution quality, escalation handling, and contractual service commitments, and driving improvement plans where required. Lead complaint management capability and customer experience improvement by developing policies, SOPs, escalation matrices, quality standards, and team capabilities, while promoting fair, transparent, and customer-focused complaint resolution. Academic Qualification Bachelor’s degree in Business Administration, Finance, Accounting, Economics, Management, Information Systems, or a related discipline. Professional certifications or training in Customer Experience, Service Quality, Complaint Management, ITIL, Process Improvement, or Risk Management will be preferred. Job Experience Required 8–10 years of relevant professional experience, with at least 3 years in a managerial or team leadership role. Experience in complaint management, dispute resolution, customer experience, service quality, or SLA governance within a bank, MFS, PSP, fintech, payment gateway, card business, or other financial services organization. Hands-on experience managing payment disputes involving failed transactions, refunds, reversals, unauthorized transactions, chargebacks, merchant disputes, and settlement-related issues. Proven experience developing and monitoring SLAs, escalation frameworks, complaint dashboards, service performance reports, and corrective action plans. Experience coordinating with Bangladesh Bank, financial institutions, banks, merchants, technology partners, and other external stakeholders will be an advantage. Required Capabilities Strong knowledge of Bangladesh's payment ecosystem, including PSP/PSO operations, MFS, digital payments, merchant payments, payment switches, and transaction dispute processes. Good understanding of Bangladesh Bank regulations, complaint-handling requirements, customer protection, and relevant compliance obligations. Strong SLA design, governance, monitoring, escalation, and performance management capabilities. Excellent analytical and problem-solving skills, including root-cause analysis and data-driven decision-making. Ability to manage complex complaints and coordinate resolution across multiple internal and external stakeholders. Strong communication, negotiation, stakeholder management, and conflict-resolution skills. Proficiency in complaint management systems, CRM platforms, Excel, PowerPoint, and dashboard/reporting tools such as Power BI. Strong leadership, team management, process improvement, and service quality management capabilities. High integrity and sound judgment in handling confidential customer and transaction information.