Officer, Client Experience Execution at Standard Bank Group

JOB DESCRIPTION

• To track, monitor and report on adherence to the group complaints management framework in order to understand its origin and put measures in place to prevent reoccurrences. To conduct root cause analysis on customer service failures to identify problem areas and where necessary make the relevant recommendations.

QUALIFICATIONS
Minimum qualifications

• Business/Commerce Degree
• Advanced Ms Office Suite skills

Experience Required

• 3-4 years experience
• Experience in complaints management and application of complaints regulations.
• Experience in data analysis, problem identification and reporting.
• Experience in understanding the groups operations, understanding distribution channels, products, processes, and systems.

ADDITIONAL INFORMATION
Technical Competencies

• Ability to interpret regulations and laws that apply to the business and to provide information to business on how to comply.
• Demonstrates knowledge and understanding of risk management methodologies, tools, governance structures and regulatory requirements for good management of risk.
• Ability to plan, initiate, execute, control and close projects related to a relevant function.
• Ability to prepare quantitative and qualitative analysis on the risk landscape in the business including interpretation and analysis for use by business users.
• The examination of the essential elements of risk such as; assets, threats, vulnerabilities, safeguards, consequences and the likelihood of the threats materialising.

Behavioral Competencies

• Developing strategies
• Following Procedures
• Interpreting Feedback
• Provide Insights
• Following Procedures