Manager: Complaints Resolution

Absa Group; Johannesburg; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A leading South African bank is seeking a Manager for their Complaints Management team in Johannesburg. In this senior role, you will lead a team that ensures efficient complaint resolution and collaborate closely with various internal stakeholders to foster a positive customer experience. The ideal candidate will have 3-5 years of management experience in customer service, along with a relevant degree. This position offers opportunities for personal growth and impactful interaction with senior management.

Benefits

Autonomy to produce excellent results

Influence and interact with senior management

Work in a multi-disciplinary environment

Opportunity to co-create solutions

Qualifications

• 3-5 years Customer Experience/Complaints Management Experience.
• 5 years Banking/Financial Services Experience.

Responsibilities

• Oversee effective management of complaints across Integrated Channels.
• Lead and mentor a complaints management team.
• Implement risk mitigation measures.
• Regularly report on operational performance.
• Continuous review and optimization of processes.
• Collaborate with stakeholders to support complaints resolution.
• Provide coaching and mentorship to teams.

Skills

Customer Experience Management

Complaints Management

Team Leadership

Risk Management

Education

Relevant degree (NQF level 7)

B-degree in business/Banking

Job description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

We are looking for an experienced Manager to lead our Complaints Management team within the bank. In this senior role, you will manage a multidisciplinary complaints resolution team handling complaints across Integrated Channels which includes (but not limited to) Branch, Product and ATM

You will also collaborate closely with key internal teams, including Product, Customer Experience, Insights management, Risk and Governance, Technology and Learning delivery to create a robust complaints management landscape, whilst driving high performance and quality resolution of complaints across Integrated Channels.

This role calls for a people centric and goal driven leader who is passionate about Complaints management, Customer experience and People empowerment.

Job Description

MINIMUM REQUIREMENTS:

• Relevant degree (NQF level 7) or equivalent/ B -degree in business /Banking

• 3- 5 years Customer Experience/Complaints Management Experience

• 5 years Banking/Financial Services Experience

ADVANTAGEOUS:

• Management/Leadership experience

KEY RESPONSIBILITIES:

The high level duties of the role:

• Complaint Management: Oversee the effective and efficient management of complaints across Integrated Channels

• Team Leadership: Lead and mentor a complaints management team in driving results and a high-performance culture

• Risk and Conduct: Continuous monitoring and implementation of risk mitigation measures to ensure consistent adherence to the Absa Complaints standards as well as applicable regulatory requirements including but not limited to (Quality assurance, applicable risk and governance frameworks, satisfactory audit review outcomes, critical process assessments)

• Reporting: Regularly report on operational performance, emerging trends and themes and ensuring alignment with business objectives.

• Continuous Improvement: Continuous review and optimisation of operational processes within the complaints management capability to ensure speedy and efficient resolution of complaints including but not limited to process reviews, system enhancements etc.

• Stakeholder management: Collaborate with stakeholders across the bank in supporting the complaints management team to achieve speedy resolution of complaints as well as supporting initiatives aimed at reducing complaints

• Coaching and Mentorship: Coaching and mentorship of teams to foster empowerment, continuous learning and growth and development

WHAT’S ON OFFER:

• Autonomy to produce excellent results and drive excellent customer experience.

• Opportunity to influence and interact with senior management and a broad range of stakeholders

• Work in a multi-disciplinary environment

• Opportunity to co-create groundbreaking solutions for the bank and our customers

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised