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

Requirements:

• A SAQA recognised bachelor’s degree in law, Business Administration or equivalent. A relevant postgraduate qualification will be an added advantage.
• Eight years’ relevant experience in a legal environment, Customer Relations, Complaints handling, public awareness and community outreach work, of which five years should have been at Middle Management level
• Knowledge and experience in stakeholder management, investigations and
• Communication.
• Understanding of legal prescripts dealing with complaints resolution processes
• Call Centre management
• Proven track record in data management.
• Proficiency in at least three official South African languages will be an advantage
• Good understanding of Cooperative Governance Frameworks
• Knowledge of strategic planning, financial management, project management, human resources management practices, change
• management principles and outreach. 
• Valid driver’s license and excellent skills in computer packages.

Responsibilities

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).