Teams at CapitalSage Holdings

Leads the customer complaints and service resolution function across a financial services division. Oversees escalations, disputes, service recovery, regulatory compliance, team performance, complaint governance, process improvement, automation, root-cause analysis, reporting, and stakeholder coordination. Develops resolution frameworks, monitors SLAs and KPIs, manages operational risks, and delivers insights to executive leadership to improve customer satisfaction and reduce recurring service issues.

Develops accessible customer and sales education materials, adapts content for local languages and low-literacy audiences, delivers product and fraud-awareness sensitisation, runs roadshows and community sessions, trains field sales teams, coordinates campaign content, and measures coverage, certification, and learning outcomes.

Owns commercial performance reporting across verticals, channels, locations, and propositions. Responsibilities include building scorecards and board packs, analyzing acquisition, retention, revenue, costs, funnels, cohorts, unit economics, and variances, validating source data, maintaining KPI definitions, challenging data quality issues, and supporting forecasts, pricing, campaigns, business cases, and investment decisions.