Senior Manager: Complaints Resolution

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Job Summary

We are seeking a dynamic and experienced Senior Manager for Complaints Resolution to join our team at Absa Corporate and Investment Banking (CIB).
As part of the CIB Client Care function, you will play a pivotal role in transforming our complaints management process, ensuring compliance, and enhancing client satisfaction. You will lead a capability dedicated to resolving complaints efficiently, translating feedback into actionable insights, and driving continuous improvement. This is an exciting opportunity to make a significant impact on our client experience and contribute to our strategic objectives of reducing risk, embracing client feedback, and achieving world-class operational efficiency and a robust control environment.

Job Description

Responsibilities:

1. Reduce Risk by Ensuring Compliance:

• Ensure compliance with regulatory requirements.
• Review and update the Procedure Manual and User Guide.
• Design and roll out of mandatory annual compliance training.
• Continuously monitor complaints queues to ensure complaints are properly routed.

2. Resolve Complaints Timely and Effectively:

• Ensure complaints are resolved within SLA and achieve a continuous improvement in aging.
• Support teams in unlocking challenges with product/channel owners to reduce client waiting time.
• Support teams in closing out any gaps arising from QA.

3. Embrace Client Feedback:

• Build a robust framework that makes it easy for colleagues and clients to log complaints.
• Cultivate a culture of embracing feedback and logging.
• Report complaints at key strategic and governance committees at the right frequency.
• Actively inform business strategy and prioritization of key client pain points through management and planning meetings.
• Remediate all complaints stemming from survey and feedback programs.

4. Translate Complaints Data into Insights:

• Translate feedback into insights using qualitative and advanced analytics.
• Develop world-class dashboards showcasing high-quality product, touchpoint, and sector-specific complaints data, accessible within security and data privacy protocols.
• Embed the use of AI to analyze complaints data and provide reactive and predictive analytics.

5. Manage the Root Cause Analysis capability:

• Build a strong RCA (Root Cause Analysis) framework to prevent reoccurrence of complaint and project manage key complaints initiatives.
• Ensure robust RCA processes with actionable insights.
• Track and close identified actions with clear action, owner, and date.

6. Translate Insights into Actions:

• Build a strong BoW (Book of Work) management capability to use data and project management excellence to ensure complaints initiatives are implemented successfully.
• Use complaints insights to inform product/channel Books of Work.

Experience:

• Minimum of 8 years of experience in complaints management, customer service, or a related field, with at least 3 years in a middle management role.
• Proven track record of leading and managing teams to achieve high performance and client satisfaction.
• Experience in developing and implementing complaints management frameworks and using data analytics to drive insights and improvements.
• Experience working with both structured and unstructured data, with the ability to translate it into actionable insights.
• Strong understanding of regulatory requirements and compliance in the financial services industry.

Skills:

• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Proficiency in data analytics and the use of AI for complaints management.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams and stakeholders.

Education:

• Bachelor’s degree in business administration, Finance, or a related field. A Master’s degree or relevant professional certification is preferred.

This role offers a unique opportunity to lead a critical function within Absa CIB and drive meaningful change in our complaints management process. If you are passionate about enhancing client experience and have the skills and experience we are looking for, we would love to hear from you.

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