Complaints Team Leader

Investec; Sandton; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A leading financial institution in Sandton seeks a Complaints Team Leader to manage the complaints handling process within their Client Support Centre. This role involves mentoring a team, ensuring effective resolution of client complaints, and driving service excellence. Ideal candidates should possess strong leadership skills and a good understanding of regulatory frameworks. Commitment to diversity and inclusion is emphasized.

Qualifications

• Proven experience in complaints handling or client service leadership.
• Strong people management and coaching skills.
• Excellent communication and conflict resolution abilities.
• Analytical mindset with attention to detail.
• Knowledge of relevant regulatory frameworks.

Responsibilities

• Lead, coach, and mentor a team of complaint handlers.
• Oversee the end-to-end complaints resolution process.
• Champion a client-centric approach to complaint resolution.
• Monitor KPIs such as resolution time and escalation volumes.
• Ensure compliance with internal policies and external regulatory requirements.

Skills

Team Leadership

Client Centricity

Conflict Resolution

Analytical Thinking

Job description

Description

The Complaints Team Leader is responsible for leading and managing the complaints handling team within the Client Support Centre. The role ensures timely, fair, and effective resolution of client complaints, drives service excellence, maintains regulatory compliance, and fosters a culture of accountability and continuous improvement.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and mentor a team of complaint handlers.
• Conduct regular performance reviews and provide constructive feedback.
• Identify training needs and support career development.
• Consult and process changes with the team for input and to ensure efficiency.
• Represent the complaints handling team in the CSC Manco and other appropriate forums.
• Recruitment for the team.

Complaint Management

• Oversee the end-to-end complaints resolution process.
• Ensure adherence to turnaround times, escalation protocols, and quality standards.
• Monitor trends and root causes to drive systemic improvements.

Client Experience

• Champion a client-centric approach to complaint resolution.
• Ensure consistent communication and empathy in all client interactions.
• Track and report on client satisfaction metrics (e.g., compliments, repeat complaints).

Operational Excellence

• Monitor KPIs such as resolution time, first-time resolution rate, and escalation volumes.
• Implement process improvements to enhance efficiency and effectiveness.
• Collaborate with cross-functional teams to resolve systemic issues.

Governance & Compliance

• Ensure compliance with internal policies and external regulatory requirements.
• Maintain accurate records and support audit readiness.
• Participate in risk and incident reviews related to complaints.
• Create and maintain monthly operational data for CSC Manco and operational risk compliance.

Experience, Skills, and Capability

• Proven experience in complaints handling or client service leadership.
• Strong people management and coaching skills.
• Excellent communication and conflict resolution abilities.
• Analytical mindset with attention to detail.
• Knowledge of relevant regulatory frameworks.

Investec Culture

At Investec, we look for intelligent, energetic people filled with passion, integrity, and curiosity. We value individuals who appreciate our culture, which embraces flexibility, comfort with ambiguity, and a willingness to challenge the status quo. Diversity, talent, and leadership are respected in pursuit of our business growth. People who can manage themselves and build strong relationships to accomplish goals will excel in our environment.

We are committed to diversity and inclusion in our recruitment processes, both internally and externally.