Client Service Recovery and Experience Monitoring Specialist at Rand Merchant Bank

• This role collects data and client perception of our service delivery and reports on the insights and recommends actions for the functions that deliver service face to face and through digital channels and all the back-office functions. Recommendations can also be delivered to product developers. It also performs quality assurance on current service transactions and ensure high quality is delivered by all service delivery functions.
• To drive a Service recovery process that focusses on recovering the loyalty of dissatisfied clients by fixing the problem or making amends and ensuring it does not happen again. Key measures of success for this process is turning frustrated, unhappy and furious clients into loyal ones that can trust RMB again.  
• This role provides corporate client insights input in all projects that will touch Large Corporate and Institutional clients and aligns BAU client service experience with the future design. Provide input in the future state and is the custodian of the service experience blue print and ensures alignment to the experience.
• The Scope of this role includes all CB products namely Transactional Banking, FX, TWC and all self-service and host to host channel. It provides support for all face to face channels namely RMs. CSM, RA’s, Dealers, Transactors, etc.

Responsibilities:

•       Define the service performance monitoring process
•       Source and implement the appropriate performance monitoring tools
•       Analyses the data and insights gathered and provide recommendation for service transformation and improvement for all products, channels and business unit servicing corporate clients.
•       Develops recommendation for tangible performance improvement initiatives, process or solutions
•       Support the implementation of performance improvements recommended throughou the organisation
•       Define key measures of success and track these regularly
•       Monitor the implementation of the service recovery framework across all relevant service failures
•       Monitor the effectiveness of the service recovery framework and ensure relevant improvements are recommended and influence the implementation. This should include the complaints turnaround time and the categorisation of complaints received.
•       Identify potential service failure points through trend analysis and drive the implementation of appropriate quality process solutions to address these service failures
•       Report and analyse key trends and communicate with relevant areas that are accountable for improving the relevant service failures.
•       Responsible for period reports for management on complaint statistics and oversee reports and statistics on monthly basis.
•       Ensure agreed procedures are adhered to for the management of problems, coordinating the timely response through to a permanent resolution, minimising downtime to systems and services
•       Reports on the performance and efficiency of the process to assess overall performance and identify any areas for improvement (supporting Continual Service Improvement)
•       Report on any process break-downs, highlighting compliance issues and provide recommendations to mitigate future challenges
•       With collected insights develop client service experience framework including the delivery thereof. Provide input to client experience, touchpoints, people, process and technology. Ensure detailed plan to implement this experience is aligned with all implementation teams across RMB, FNB and First Rand
•       Develop service recovery framework, processes, principles and roles and responsibilities
•       Implement relevant technology and tools to support the service recovery framework
•       Ensure the right people with the right skills and talent are placed in the right jobs to perform service recovery
•       Provide relevant training to all front-line staff who are required to recover any service failures
•       Ensure service recovery framework is applicable to service failures such as negative responses from surveys or client conversations, complaints, system/channel downtime, system/channel errors, fraud on clients’ accounts, and service failure where we failed to respond quickly to clients and or produced low quality outputs.
•       Ensure before, during, and after the service failure processes are in place including appropriate client and internal communication
•       Develop client engagement approaches to ensure the rebuilding of trust for our clients.
•       Regularly review service recovery management processes and recommend possible improvements utilising appropriate tools
•       Work with stakeholders to enable the development of service recovery solutions, coordinating the implementation of remedies and preventative measures
•       Develop complaints management processes and procedures
•       Refine and provide input into complaints policy and ensure rollout of the policy across CB
•       Review complaint guidelines and policy for enhancement as well as to develop customer service procedures, policies and standards for organization or department.
•       Attend to or oversee teams who receive complaints from all channels within the Bank ensuring all complaints are handled within the benchmark timeline and according to relevant Guidelines.
•       Ensure consist way of logging complaints is available for clients and other stakeholders internally, ensure complaints resolution process is adhered to including acknowledgement, resolution, ongoing feedback to client, and ensure building trust with clients post the complaints resolution
•       Develop and implement policies and guidelines that will empower the frontline to quickly resolve client queries and avoid client dissatisfaction.
•       Define the Quality Assurance processes
•       Define the actions to be taken based on Quality Assurance Assessments as well as develop or implement tools to track progress
•       Lead the dialogue with peers on the trends identified during the Quality Assurance and partner to find solutions that permanently resolve the challenges
•       Identify root causes, complaint trends and driving quality improvement opportunities with the banks stakeholders & business areas while identifying the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.
•       Identifying areas where processes can be simplified and reduced by reviewing with the respective Product Owners / Stakeholders and providing suggestions to improve the departments’ products and services and to overcome its weaknesses.
•       Work collaboratively with IT groups and product owners to eradicate recurring incidents and to reduce the impact of incidents that are not prevented, by facilitating actions to identify problem root causes
•       Agree suitable solutions and provide oversight to ensure these are implemented, recorded and communicated to relevant stakeholders to help avoid re-occurrence
•       Create and monitor plans to investigate and resolve problems
•       Follow up on implementation of the resolution and monitors the progress on a regular basis
•       Identify project opportunities with high customer and business impact and provide such feedback to Business Process Improvement Unit to improve process utilising process improvement and quality tools and methodologies.
•       Must collaborate and work closely with teams managing Incident management (MIM) in IT.

Additional Requirements

There are no additional requirements associated with this vacancy.
Qualifications and Experience

•       Diploma / Advanced Certificate in Banking, Risk Management or similar function
•       Bachelor’s degree in Commerce, Law, Banking or Risk Management (preferable)
•       5 – 7 years’ experience in complaint resolution and service recovery management role
•       Sound operation experience in collaboration with other professional within the bank
•       Strong service and problem resolution skills

Competencies

•       Problem Solving
•       Excellence Orientation
•       Customer Service Orientation
•       Verbal and Written Communication
•       Programme and Project Management
•       Monitoring and Measuring