Manager: Complaints Resolution Management at Liberty Group South Africa

Job description

Job Purpose:

The purpose of the role is to plan, manage and monitor the implementation of complaints resolution management activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Key Responsibilities:

• Process:
• Apply the necessary discretion and judgement when making decisions to overcome problems, in order to achieve set operational goals and objectives.
• Plan operational strategy achievement and continuously review and adapt targets in line with tactical objectives and goal achievement.
• Ensure the development, alignment and implementation of end-to-end processes within area of accountability for continued process improvement.
• Report on progress against operational plans, highlight risks and make adjustments. Provide input into the development of the tactical strategy as well as develop and implement a supporting operational strategy.
• Implement and execute activities and initiatives in a manner that consistently improve the efficiency and effectiveness of related processes.
• Continuously improve quality assurance management services and related delivery processes in order to meet changing business requirements.
• Plan for, manage & ensure the effective administration of area related support services in alignment with team and individual performance objectives.
• Manage the effective resolution of customer complaints, ensuring problems are addressed in a timely and accurate manner.
• Develop and implement supplier dashboards to measure performance and quality assurance; to make recommendations for improvement.
• Customer:
• Implement processes which build service delivery excellence according to TCF principles & encourage others to provide exceptional customer service.
• Encourage contribution to a TCF culture, which builds positive relationships and provides opportunity for feedback and exceptional service.
• Maintain a log of all customer complaints and how they have been addressed for trend and age analysis.
• Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
• Finance:
• Implement, manage and report on cost improvement objectives and communicate or escalate any shortfalls.
• Draw up a budget aligned to operational delivery plans, monitor and report on variances.
• Learning and Growth:
• Positively influence and manage change and offer operational support where required.
• Implement people resource planning in line with delivery and performance objectives, on budget and in partnership with specialised areas.
• Manage teams within the context of defined processes, set required performance parameters and act as technical coach where required.
• Governance:
• Implement governance, compliance, integrity and ethics processes to identify and manage risks and expose liabilities.
• Create awareness to ensure the effective implementation of changes in policy, laws, regulations and associated industry practices.

Qualification:

Bachelor`s Degrees and/ or Advanced Diplomas in Business, Commerce and Management Studies.

Experience:

3 - 5 years' experience in a similar environment, of which 1 - 2 years at junior management level.

Job related Skills:

• Communication skills
• Analytical, interpretation (Tax Law) and problem solving skills;
• Interpersonal skills (assertiveness);
• High attention to detail and accuracy;
• Numeracy skills; Computer literacy.
• Legislative framework pertaining to Income tax and VAT; Liberty systems, processes and policies; General understanding of nature of business operations; Industry knowledge (financial industry, wealth management industry)

Job related Skills:

• Managerial Budgeting
• Strategic Capability and Leadership
• Financial Management
• Functional Policies and Procedures

Competencies:

• Customer Liaison
• Customer Relationship Management
• Planning, Management and Measurement
• Query resolution
• Customer Service
• People Management and Empowerment
• Conceptual Thinking
• Innovative Thinking
• Living the brand
• Results Orientation