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Manager Complaints ResolutionApply locations Sandton time type Full time posted on Posted 2 Days Ago time left to apply End Date: January 20, 2025 (7 days left to apply) job requisition id R-15970770
Empowering Africa's tomorrow, together…one story at a time.With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary The Complaints Manager CIB will be responsible for the operational management of Complaints for CIB.
To ensure effective logging, routing, resolving, reporting, monitoring and governance of complaints as a regulatory and policy requirement and CIB strategic objective.
To provide advice and support in the development and implementation of complaint resolution planning and associated service delivery processes, methods and techniques; enabling customer satisfaction, retention and identified growth targets.
Job Description Manage the complaints queue to help ensure all cases are routed correctly and closed within service level agreement (SLA).Complaints resolution: Act as the point of entry for escalated, Pre & Ombudsman Complaints or incorrectly routed complaints.Oversee and actively enable the accurate logging of all complaints on the complaints management system and track as prescribed by the complaints policy.Operational: Routing where logger is uncertain as to resolving area.
Monitor progress of all complaints logged.
Escalate complaints which are not being satisfactorily resolved/ require special attention.Manage complaints reporting for CIB end to end, collaborating with all business units (BU) to ensure complaints reporting is ready for Committee meeting and Supervisory Attestation submission monthly.Oversee Root Cause Analysis of all resolving areas and help identify themes and actionable insights for the respective business units.Identify (and run selected) initiatives targeted at finding sustainable solutions to issues raised by clients.Work closely with technical support on the Complaints Tool and actively manage the book of work to ensure Complaints backlog and user stories are managed effectively.Accountable for operational excellence, system utilization, processes and continuous improvement of the CIB Complaints management tool.Help prepare exco decks (collating information (excel) and putting info into presentation decks (Powerpoint) to be approved and presented by Head of Client care).Ensure all policies, procedures and user guides are updated and aligned with the latest regulatory and compliance requirements.Training: Prepare and co-ordinate CIB training.Manage annual compliance e-learning module and conduct ad hoc complaints awareness training to the CIB front office business.Collaborate with Compliance to complete monthly quality assurance and address shortcomings identified.To be the voice of the client as it pertains to complaints by providing the business with accurate and insightful reports on complaints numbers, themes, trends, and business action required.Stays abreast with trends and developments within the Industry and Regulatory environment.Provides innovation solutions to resolution partners and seeks to identify opportunities to improve customer experience.The Complaints Manager role requires the following experience, behavioral and skills criteria:
Minimum Experience: 5 years working experience OR 3 years relevant CIB or Complaints related experience.Bachelors or equivalent degree (7/8).Behavioral requirements: Driving/leading change.Result orientation.Influence / Persuasion.Customer Focus.Verbal and Written communication.Skills required: Intermediate excel skills – ability to analyze data and create graphs and tables.Intermediate PPT (Powerpoint) skills – ability to translate data into graphs and presentations with actionable insights.Quantitative analysis.Stakeholder management.Conflict resolution.Facilitation (presentations and training) skills.Education Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
Absa Bank Limited is an equal opportunity, affirmative action employer...
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