Manager: Complaints Resolution at Absa South Africa

Job Summary

• We are looking for an experienced Manager to lead our Complaints Management team within the bank. In this senior role, you will manage a multidisciplinary complaints resolution team handling complaints across Integrated Channels which includes (but not limited to) Branch, Product and ATM 
• You will also collaborate closely with key internal teams, including Product, Customer Experience, Insights management, Risk and Governance, Technology and Learning delivery to create a robust complaints management landscape, whilst driving high performance and quality resolution of complaints across Integrated Channels. 
• This role calls for a people centric and goal driven leader who is passionate about Complaints management, Customer experience and People empowerment.

Job Description

MINIMUM REQUIREMENTS:

• Relevant degree (NQF level 7) or equivalent/ B -degree in business /Banking
• 3- 5 years Customer Experience/Complaints Management Experience  
• 5 years Banking/Financial Services Experience

ADVANTAGEOUS:

• Management/Leadership experience

KEY RESPONSIBILITIES:

The high level duties of the role:

• Complaint Management: Oversee the effective and efficient management of complaints across Integrated Channels
• Team Leadership: Lead and mentor a complaints management team in driving results and a high-performance culture
• Risk and Conduct: Continuous monitoring and implementation of risk mitigation measures to ensure consistent adherence to the Absa Complaints standards as well as applicable regulatory requirements including but not limited to (Quality assurance, applicable risk and governance frameworks, satisfactory audit review outcomes, critical process assessments)
• Reporting: Regularly report on operational performance, emerging trends and themes and ensuring alignment with business objectives.
• Continuous Improvement: Continuous review and optimisation of operational processes within the complaints management capability to ensure speedy and efficient resolution of complaints including but not limited to process reviews, system enhancements etc.
• Stakeholder management: Collaborate with stakeholders across the bank in supporting the complaints management team to achieve speedy resolution of complaints as well as supporting initiatives aimed at reducing complaints
• Coaching and Mentorship: Coaching and mentorship of teams to foster empowerment, continuous learning and growth and development

WHAT’S ON OFFER:

• Autonomy to produce excellent results and drive excellent customer experience.
• Opportunity to influence and interact with senior management and a broad range of stakeholders
• Work in a multi-disciplinary environment
• Opportunity to co-create groundbreaking solutions for the bank and our customers

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

End Date: August 8, 2025