Head, Customer Complaint Resolution Centre at Standard Bank Group

JOB DESCRIPTION

• Responsible for leading and managing the resolution of complaints and the execution of root cause analysis in CHNW
• To create a consistent and predictable service recovery experience for CHNW to restore customer satisfaction, to retain customers and to minimise reputational and financial risk in matters of disputes that escalate internally, reach an external Ombud or the media at large
• To ensure that all customer complaints are understood and appropriately resolved according to the Complaints Management and Internal Dispute Resolution policy
• To ensure the upskilling of Voice and provincial areas on the Complaints Management and Internal Dispute Resolution processes and systems.

QUALIFICATIONS

8-10 years experience

• Deep Knowledge  and understanding of Self –Service Banking and Financial Services industry
• Deep experience and  knowledge in key stakeholders / process owners support with a deep understanding of the bank’s products, processes, and systems – including branch and operations 

ADDITIONAL INFORMATION

• Analyses, interprets, reports, and disseminates pro-active business unit intervention to eradicate recurring service failures and complaints.
• Adherence to the CM standards and frameworks set by the FSCA
• Ensure that all customer complaints are understood and appropriately resolved according to the Complaints Management and Internal Dispute Resolution Processes ,procedures / protocols laid down by the various Ombudsman terms of reference and/or acts of legislation (NCA, FSCA,FICA, FAIS, COBP).
• Supports the drive of the people promise.
• Ensure complaints management systems conform to the agreed complaints management framework and minimum standards.
• Develops and enhances key operational service recovery functions (process, systems, QA, compliance) to support the CRC and business units to enable service recovery best practice.
• Engage with stakeholders for the continuous improvements of service breakdowns though regular meetings, root cause analysis and sharing of Management Information (MI).