Complaints Team Leader at Investec

Description

• The Complaints Team Leader is responsible for leading and managing the complaints handling team within the Client Support Centre. The role ensures timely, fair, and effective resolution of client complaints, drives service excellence, maintains regulatory compliance, and fosters a culture of accountability and continuous improvement.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and mentor a team of complaint handlers.
• Conduct regular performance reviews and provide constructive feedback.
• Identify training needs and support career development.
• Consult and process changes with the team for input and to ensure efficiency.
• Represent the complaints handling team in the CSC Manco and other appropriate forums.
• Recruitment for the team.

Complaint Management

• Oversee the end-to-end complaints resolution process.
• Ensure adherence to turnaround times, escalation protocols, and quality standards.
• Monitor trends and root causes to drive systemic improvements.

Client Experience

• Champion a client-centric approach to complaint resolution.
• Ensure consistent communication and empathy in all client interactions.
• Track and report on client satisfaction metrics (e.g., compliments, repeat complaints).

Operational Excellence

• Monitor KPIs such as resolution time, first-time resolution rate, and escalation volumes.
• Implement process improvements to enhance efficiency and effectiveness.
• Collaborate with cross-functional teams to resolve systemic issues.

Governance & Compliance

• Ensure compliance with internal policies and external regulatory requirements.
• Maintain accurate records and support audit readiness.
• Participate in risk and incident reviews related to complaints.
• Create and maintain monthly operational data for CSC Manco and operational risk compliance.

Experience, skills and capability

• Proven experience in complaints handling or client service leadership
• Strong people management and coaching skills
• Excellent communication and conflict resolution abilities
• Analytical mindset with attention to detail
• Knowledge of relevant regulatory frameworks