أ.بويد مايكلروبرت فينكلماير2024-12-092024-12-09https://dspace.academy.edu.ly/handle/123456789/723This qualitative study investigated how bank managers can improve customer complaints by reducing operational risks, such as system failures, policies and procedural glitches, and fraud. It explored the challenges of 10 experienced bank managers accessing risk management within the Libyan financial sector. Through examining customer complaints, this study addressed the following research question: Which factors gathered through the Libyan Banking sector’s customer service processes will improve customer satisfaction and reduce operational risk? Using semi-structured interviews, seven themes emerged: 1) bank strategies, 2) risk analysis, 3) effective communication, 4) bank management, 5) bank system and technology, 6) training, and 7) safety and security issues. These themes were consistent with previous research demonstrating interdependence, gaps, and overlap across managing projects, strategy formulation, effective communication, and operational risk management (ORM). Exploring the challenges bank managers face when implementing ORM capabilities in bank management techniques resulted in a set of risk management quality standards, improved techniques, and surplus knowledge that future bank managers can apply. Keywords: Operational risk management, customer service, management tools, bankingThis qualitative study investigated how bank managers can improve customer complaints by reducing operational risks, such as system failures, policies and procedural glitches, and fraud. It explored the challenges of 10 experienced bank managers accessing risk management within the Libyan financial sector. Through examining customer complaints, this study addressed the following research question: Which factors gathered through the Libyan Banking sector’s customer service processes will improve customer satisfaction and reduce operational risk? Using semi-structured interviews, seven themes emerged: 1) bank strategies, 2) risk analysis, 3) effective communication, 4) bank management, 5) bank system and technology, 6) training, and 7) safety and security issues. These themes were consistent with previous research demonstrating interdependence, gaps, and overlap across managing projects, strategy formulation, effective communication, and operational risk management (ORM). Exploring the challenges bank managers face when implementing ORM capabilities in bank management techniques resulted in a set of risk management quality standards, improved techniques, and surplus knowledge that future bank managers can apply. Keywords: Operational risk management, customer service, management tools, bankingExploring Customer Complaint Processing Improvements Bank Project Managers Need to Reduce Operational Risks