Manager, Complaint Management General at Standard Bank Group

JOB DESCRIPTION

To lead and manage a team of consultants for the successful resolution of general customer complaints received in the Customer Complaint Resolution Centre (CCRC) that can be resolved on a one-and-done basis. To restore customer satisfaction and trust in the bank, retain customers and minimise reputational risk.

QUALIFICATIONS

Qualification: 

• Degree

Field of Study: Business Commerce
Experience Required

• Consumer & High Net Worth
• Client Coverage
• Experience Required: 3-4 years
• Experience in managing customer complaints. Understands customer pain points and how to resolve a matter to the customer’s satisfaction. Experience within financial services’ operations, understands distribution channels, products, processes and systems.

ADDITIONAL INFORMATION

Competencies:

• Providing Insights
• Examining Information
• Convincing People
• Directing People
• Showing Composure
• Embracing Change
• Team Working
• Following Procedures
• Upholding Standards
• Taking Action
• Query Resolution
• Active Listening
• Telephone Caller Handling
• Electronic Communications & Devices
• Difficult Calls Management
• Product and Services Knowledge
• Customer Reception and Channelling
• Producing Output
• Checking Details