Senior Manager: Complaints and Stakeholder Management (CSM) at Public Protector South Africa

Requirements:

Complaints Management

• Develop/review strategies, policies and programmes for implementation and management of case or complaint intake, preliminary assessment and customer service 
• Develop business intelligence reports on reported complaints 
• Manage Intake, Assessments and Customer Service 
• Manage Reception, Registry and Call Centre 
• Ensure the development and implementation of effective Customer Service Management processes 
• Manage the implementation of the Integrated Access and Stakeholder Management Strategy and Implementation Plan 
• Develop, manage and maintain effective case management workflow 
• Oversee and provide support, guidance and coaching to complaints handling team and team leaders 
• Oversee the delivery of case management services to complainants at each location and ensuring compliance with all aspects of case management processes in accordance with Public Protector South Africa Policies and Procedures. Manage the finalisation of emergency matters in support of the Complaints Resolution Officers.

Stakeholder Management

• Manage outreach and stakeholder relations management and prepare reports thereon. 
• Manage international relations and ensuring reporting
• Develop strategies to facilitate access to PPSA services by all communities Assist in the execution of high-profile engagements, 
• Manage Human and Financial Resources (asset management, human and financial resources).