Job Openings at Anheuser-Busch InBev

Job description

Job Purpose:

• To provide complaints trends for the Zone and communicate lessons learnt to the relevant stakeholders to improve service levels
• To be an effective liaison and ensure all complaints are acknowledged in a timely manner and consumers are kept informed throughout the complaint process
• To manage the resolution of consumer complaints, within given timescales
• To be the first point of contact for all severe consumer related issues
• To Liaise with the consumer care service providers on a daily basis and report on the level of consumer complaint resolutions
• To support Zone regions with Consumer complaint reporting system and improvement thereof

Key responsibilities include (but not limited to):

• Develop a strategy for the proactive management of the Zone consumer complaints
• Monitor social media responses to ensure complaints are not escalated out of proportion.
• Liaise and coordinate with Regional Quality Assurance Manager to ensure customers are up to date and outstanding issues are resolved.
• Ensure that consumers and customers alike are updated and informed via their chosen method of communication.
• Support the zone regional teams to ensure effective investigation, decision making and resolution is completed in accordance with the company's Complaint Handling policy and required service levels.
• Provide information to the relevant Key stakeholders to allow them to effectively manage consumer relationships.
• Manage and oversee actions and high profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers
• Liaise with and support the operations to ensure they understand and adhere to the companies procedures, providing training and guidance as required.
• Train and coach Zone regional new members and monitor performance
• Build relationships with consumers and customers
• Manage all escalated calls from Careline service providers, but also take the time to go out and visit regions and customers.
• Reimbursement system management

Key attributes and competence requirements:

Experience:

• Have expertise in area of quality or processes in production
• Quality Systems 
• Food Safety
• Minimum 5 years complaints management experience
• Understanding of the manufacturing process skills

Ability to:

• Motivate and manage team
• Proven experience with handling complex complaints
• Good engagement skills
• Communicate well at all levels
• Hold effective team meetings
• Ensure adherence to health and safety policies
• Admirable report drafting skills
• Ability to calm down furious consumers

Attributes:

• A positive attitude with the ability to ensure sustainable results
• Team playery to organise and motivate
• Works well under pressure
• Fast learner and enjoys challenges
• Communicates extremely well – internally and externally

The advert has minimum requirements listed. Management reserves the right to use additional/relevant information as criteria for short-listing. Background checks and references form part application procedure.

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Job description

The role is based at Supply Zone HQ (Bryanston, Johannesburg) and reports directly to the Zone Safety Manager.

The incumbent will work closely with Plant Managers and Plant Safety owners.  It is imporant to note that the role requires extensive travel throughout Africa.

The key purpose of the role is to define,  develop and audit safety systems, standards and work practices for the Africa Zone to achieve targets set for the VPO Safety Pillar and Safety KPI’s. Ensure compliance to global safety standards across all sites including Clear Beer, TAB & VOPs.

Key responsibilities include (but not limited to):

• Understand the VPO Safety Pillar and ensure that Plants achieve their targets
• Assist in the setting of VPO Safety Pillar targets and Safety KPI’s for all sites in the zone
• Develop and conduct training in Safety across the Zone
• Conduct audits and reviews of sites related to the VPO Safety Pillar and legal compliance
• Analyze leading Safety KPI’s and implement interventions to improve
• Develop and maintain documentation such as SOP’s, as well as maintenance of manuals, policies and procedures as related to safety
• Coaching of regional resources on incident reporting and management, including root cause identification, preventative and corrective actions
• Conduct selected investigations into safety incidents across the Zone
• Scope projects required to improve the VPO Safety Pillar maturity including Capex and ZBB requirements
• Understand legal compliance across the Zone and ensure compliance via legal registers
• Drive closure of investigations, safety gaps and legal compliance across the Zone

Key competence requirements:

• Excellent knowledge of industrial safety rules and regulations
• Strong technical skills in identify safety and operational non-compliance
• Experience in conducting investigations into safety incident, identifying root causes and developing preventative and corrective actions [Incident Investigator]
• Thorough understanding of ABInBev Safety, Health & Environmental Management Systems (VPO) [SAMTRAC or NEBOSH]
• A tertiary degree is essential - BSc or BTech in a related field
• 5+ years work experience related to Safety Management and / or Engineering Management
• Experience in working across Africa would be preferable but not essential
• Frequent planned travel throughout the Zone will be required
• Excellent presentation, report drafting, and problem-solving skills
• Experience in coaching, training and guiding Plant teams
• Ideal candidate would have experience in Safety systems and have worked in middle / senior management roles