Complaints Manager at Nedbank

To effectively manage all Wealth Management Compliments and Complaints cases, to build and maintain strong relationships with our Internal, External clients and the Ombudsman through superior and hassle-free service deliver in order to differentiate Nedbank (Wealth Management) as the banking partner of choice.

Job Responsibilities

• Plan and Control Complaints Change Initiative: Attend and participate in relevant project sessions, initiatives, operationalise projects and perform key change management and communication functions. SME for overal client complaints journey projects, processes, ongoing enhancements and streamlining of processes. Submit change requests. Testing of complaints requirements. Deliver complaints change initiatives and/or partner with the Training Team and COE delivery. Present awareness sessions where necessary. Manage complaints training scheduled for Complaints Resolutions Officers and CRM D365 SME's. Request CRM Licenses for relevant SME's etc.
• Plan and Manage Daily Complaints Operations: Support the Regional Operations Manager on matters of a Complaints nature. Ensure compliance with the framework of the FAIS Act, Gen. Code of Conduct, Related Regulatory & Statutory Bodies, TCF Bank Processes, Market Conduct, relevant Acts and Legislation. Internal / External Audit and Compliance assessments / preparation, tracking, monitoring findings and including action plans to achieve positive findings. Manage and facilitate all Wealth Management cases (Compliments, Complaints and Queries), includin feedback, preparing of responses, communication to the Ombud Liaison Team or relevant Ombudsman office. Manage and action all Wealth Management Social Media cases timeously and provide feedback to relevant social Media stakeholders. Reduce / mitigate possible business risks. Maintaining superior case management of the E2E processes within SLA. Management of the Central Wealth Management Inbox and ensure email cleared within 8 working hours. Stakeholder and Client Communications. Handle all Regulatory cases. Effective record keeping of all Proof of Evidence.
• Plan and Manage Daily Complaints Operations including MI, Data Packs and presentations: High quality data and insights extracted and provided e.g. dashboards, MI and collate business packs and presentations to identify trends, pain points and gaps. Enable reporting at various forums to address possible gaps. Reporting with Actions were required.
• People Management and Development: Effective capacity planning and staff schedules. Recruitment, selection and appointments within the team. Compile skills matrix within the Complaints team and identify development areas. Responsible for Individual and overal team performance. Compliance Acknowledgement and assessment track, monitored and completed timeously. Effective management of people matters.
• Optimizing Operational Efficiency: Coordinate any ongoing system or process change requests for implementation. Regularly review existing processes, challenge where appropriate and drive process changes to achieve efficiency through resource management. Timeous reporting of losses to the relevant stakeholders. Encourage the team to generate innovative ideas that can be logged and to share knowledge and best practices.
• Stakeholder Management / Engagement: Build and maintain strong, beneficial stakeholder relationships across Nedbank Group & External stakeholders. Regula engagements with the Business Heads / Executives, Provincial, Regional Managers, etc. sharing case studies, root causes, trends, paint points etc. that will enable the business to take corrective action to close the gaps. Agree focus area and key priorities. Work with Project Teams to deliver against the project plan and budget. Highlight all issues and possible business risk identified.

People Specification

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Appropriate National Certificate or Diploma.

Type of Exposure

• Working with a group to identify alternative solutions to a problem.
• Analysing situations or data that requires an in depth evaluation of multiple factors
• Building and maintaining effective cross-functional relationships with internal and external stakeholders
• Managing multiple projects
• Influencing stakeholders to obtain buy-in for concepts and ideas.
• Brainstorming ways of improving a product or situation.
• Challenging the status quo with a view to improving the environment or people's understanding
• Identifying trends
• Checking accuracy of reports and rec
• Coordinating and securing buy-in from internal stakeholders

Minimum Experience Level

• 2-3 years Complaints Management experience.
• 3 - 5 years general banking experience.

Technical / Professional Knowledge

• Cluster Specific Operational Knowledge
• Relevant regulatory knowledge
• Industry trends
• Business terms and definitions
• Communication Strategies
• Relevant software and systems knowledge
• Decision-making process
• Banking knowledge
• Governance, Risk and Controls
• Banking procedures

Behavioural Competencies

• Advancing Sales Discussions
• Building Customer Loyalty
• Work Standards
• Collaborating
• Communication
• Managing Work