Consultant Risk

Standard Bank Group; Johannesburg; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading financial institution is seeking a highly skilled Consultant Risk to join their Johannesburg team. This role involves monitoring customer interactions, ensuring adherence to risk frameworks, and providing insights to enhance service quality. The ideal candidate will have extensive experience in risk management and customer service, along with strong analytical and communication skills.

Qualifications

• Minimum 5 years service/sales experience with relevant product knowledge.
• Previous Customer Call Centre experience is mandatory.
• Strong knowledge of risk management frameworks and methodologies.

Responsibilities

• Analyze and correlate Quality Management and Customer Experience scores.
• Conduct quality assurance evaluations and process audits.
• Monitor staff interactions with clients for risk and compliance.

Skills

Business Analysis

Data Structures

Access Control System

B2C

Affiliate Marketing

Loans

Job description

We are seeking a highly skilled Consultant Risk to join our team in Johannesburg, South Africa. In this role, you will play a crucial part in monitoring and evaluating customer interactions across various channels within the Contact Centre, ensuring adherence to Risk frameworks. Your responsibilities include gathering monitored information, compiling reports, and providing analyzed feedback to stakeholders to identify trends and insights for improving quality and proactively mitigating risks.

Key Responsibilities:

1. Analyze and correlate external and internal Quality Management and Customer Experience Measurement Survey scores to suggest improvements.
2. Apply relevant solutions based on the complexity and scope of issues impacting client service, including identifying problems during calls and advising Contact Centre coaches.
3. Conduct quality assurance evaluations, process audits, and admin audits to ensure standards are maintained and developed regarding client interactions, Customer Experience, and Technical Experience.
4. Provide expert advice on regulatory compliance and industry best practices in risk management.
5. Escalate serious offences to the Team Leader and Business Stakeholders based on client impact.
6. Interpret and analyze data to produce reports aimed at process, technology, and personnel optimization to eliminate recurring problems and enhance client service.
7. Monitor staff interactions with clients, checking for risk and compliance indicators as per agreed templates and frequencies, aligned with the Bank's service, sales, and risk objectives.

Qualifications and Experience:

• Minimum of 5 years of service and/or sales experience (e.g., Insurance Sales, Claims, Branch, or Contact Centre) with relevant product knowledge.
• Previous Customer Call Centre experience is mandatory.
• Minimum of 12 years supervisory experience.
• Strong knowledge of risk management frameworks, methodologies, and best practices.
• Excellent project management skills with the ability to handle multiple engagements simultaneously.
• Outstanding communication and presentation skills to convey complex concepts effectively.
• Deep understanding of financial risk management principles and regulatory compliance.
• Proven track record of delivering impactful risk management solutions.
• Ability to work effectively in a fast-paced, collaborative environment and adapt to changing priorities.

Additional Information:

• Articulating Information
• Checking Things
• Developing Expertise
• Following Procedures
• Interacting with People
• Interpreting Data
• Managing Tasks
• Providing Insights
• Taking Action
• Team Working
• Upholding Standards
• Banking Processes & Procedures
• Compliance
• Insurance Principles
• Insurance Products & Services
• Product and Services Knowledge
• Product-Related Systems (Consumer Banking)

Remote Work & Employment Type:

Details to be specified.

Key Skills:

Access Control System, B2C, Business Analysis, Data Structures, Affiliate Marketing, Loans

Experience:

Years of relevant experience to be specified.

Vacancy:

1

Create a job alert for this search