Manager Complaints Resolution

Empowering Africa’s tomorrow, together…one story at a time.

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) – this will require a good understanding of the various product and touchpoint areas and will require good communication and networking abilities to quickly build relationships with the various resolving teams

•     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. Also ensure that all complaints are tracked and updated on the relevant Complaints system and ensure timeous feedback is provided.

•     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. Requires good analytical skills as well as writing and reporting skills to ensure accurate and presentable reports to the respective committees.

•     Oversee Root Cause Analysis of all resolving areas and help identify themes and actionable insights for the respective business units. Facilitate RCA meetings with BU’s to ensure insights/themes are translated into actions

•     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 and the Complaints module is working 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) – good PPT and presentation building skills required

•     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 to address complaints tactically and strategically

•     Stays abreast with trends and developments within the Industry and Regulatory environment. Serves as a professional functional specialist.  Implements the required improvements to improve the maturity of the complaints capability

•     Provides innovation solutions to resolution partners and seeks to identify opportunities to improve customer experience.  Accountable to encourage excellence within own team and demonstrate own innovative ideas

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 (writing reports and presentations)

·        Cope well under stressful situations and dealing with unhappy clients

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. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised