Head Customer Management - Johannesburg at Absa Group Limited (Absa)

Job Summary

Job Summary

• To develop tactical strategy and delivery plans, formulate associated practice/s and to ensure operational implementation and adoption i.t.o. customer management and complaints resolution methodology, governance and delivery objectives.

Job Description

Accountability:

• Service Recovery and the Complaints Resolution process: Investigate the nature of the complaints by liaising with customer and business units and provide Complaints Root Cause Analysis report and remediation recommendations.
• Represent ABSA  as a point of reference, best practice and ownership in the business for complaints within Collections.
• People management: Oversee the activities of the team to ensure effective delivery and lead a complaints team to achieve operational excellence through continuous people development and mentoring activities.
• Governance & Control: Ensure necessary regulatory requirements related to service are adhered to and strictly applied.
• Building & Maintaining Networks: Develop and maintain relationships with key external business partners to allow for ease of communication and interaction. Stay abreast of regulatory changes impacting on the customer and communicate and take the necessary steps to ensure that ABSA is prepared to meet the changing regulatory needs.
• Reporting: Provide reports on all customer complaints with regard to volumes, trends, and long outstanding cases. Provide a comparative overview across all Competitors in reporting where available.
• Assist in the development and maintenance of systems for the management of complaints.
• Assist in the development and management of procedures and policies for complaints.
• Provide root cause of complaints to various forum and seek ways of process improvement through people or systems.

Education and Experience Required

• Minimum NQF level 6 – Bachelor’s degree – Bcom
• Honours degree – desirable
• Minimum 5 years’ experience in a Financial Institution
• Minimum 5 year’s managerial experience

Knowledge & Skills: (Maximum of 6)

• Knowledge of complaint management legislation.
• An understanding of the operations of a banking service environment.
• Keeping abreast of changes in industry and developing own competency through continuing education.

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)