Manager, Quality Assurance at Standard Bank Group

Job Description

To create, manage and maintain a central complaints management quality assurance function for CHNW SA and its value chain. To monitor adherence to regulatory requirements, policies, the end to end Complaints Management framework and minimum standards implemented across CHNW and its value chain.

Qualifications

Minimum Qualifications

• Degree in  Banking

Minimum Experience

• 5-7 years experience in all facets of the banking service environment and its associated products, processes and systems.Experience in customer complaints and the impact of regulation on customer service (e.g., FSCA, TCF, etc.). Experience in problem identification and data analysis. Able to work across multi-disciplinary teams to investigate and implement solutions.

Behavioral Competencies:

• Articulating Information
• Challenging Ideas
• Convincing People
• Developing Strategies
• Directing People

Technical Competencies:

• Call Reporting
• Compliance
• Customer Reception and Channelling
• Digital Analytics and Reporting
• Product Knowledge