Senior Manager - Complaints And Queries Resolution Business Centre - Pretoria at FSCA South Africa

Purpose of the Job: 

• Responsible for leading and managing the complaints and queries function in the Business Centre department. The role will oversee the successful implementation of the FSCA’s Complaints  Policy and centralised Complaints and Queries Management Framework to ensure operational efficiency and effectiveness of complaints resolution function. The person appointed to this position will be reporting to the Departmental Head.

Key Performance Areas

• Oversee the implementation of the Complaints and Queries Management Framework.
• Conduct research on best practices and industry trends for the organisation.
• Develop and implement internal policies, departmental business strategies and plans.
• Provide leadership to a multi-disciplinary complaints and queries resolution team. 
• Provide responses to escalations and complaints received from external agencies.
• Implement acceptable tactics to ensure compliance with the complaints resolution service level commitments and quality standards.
• Provide high level reporting and statistics in relation to the complaints and queries received by the FSCA.
• Assist the Departmental Head with the management of the change management initiatives relating to complaints and query resolution through effective communication structures, relevant tools, and training.
• Ensures compliance with all legal and regulatory requirements of the department.
• Effective stakeholder management to ensure collaboration and coordination of activities across regulatory divisions and effective and efficient query resolution.
• Manage the human resources of the team effectively and efficiently (train, monitor, lead, development and maintenance of performance standards for the team).

Other Key Competencies:

The candidate must demonstrate the following skills and attributes:

• Excellent research, analytical and problem-solving skills.
• Excellent  interpersonal and communication skills to effectively interact with a wide range of stakeholders.
• Conflict management skills, strong leadership, and vision-oriented skills.
• Commendable negotiating skills with a good business acumen.
• Ability to priorities, meet deadlines and work under pressure.
• Innovative and versatile.  
• High level of self-discipline, integrity, and accountability.