Manager, Executive Complaints Management at Standard Bank Group

JOB DESCRIPTION

To manage and resolve all Executive Complaints received from Consumer and High Net Worth South Africa and its associated value chain touch points ensuring an exceptional service recovery experience for customers which restores customer satisfaction, retains business and minimises reputational and financial risk. To track, monitor and conduct root cause analysis to prevent reoccurrences of customer service failures.

QUALIFICATIONS

Qualifications

• Business Commerce Degree

Experience

• 5-7 years experience in dealing with complex customer service-related matters in branch and/or Private Banking supported by an extensive understanding of the banking service environment and its associated products, processes, and systems
• Understands complaints management legislation and how it is implemented in a banking environment

ADDITIONAL INFORMATION

Behavioural Competencies

• Interacting with People
• Examining Information
• Interpreting Data
• Providing Insights
• Challenging Ideas

Technical Competencies

• Risk Awareness 
• Verbal Communication
• Compliance
• Product Knowledge
• Active Listening