Nedbank Complaints Manager Jobs in South Africa
Nedbank Complaints Manager Jobs in South Africa
Job PurposeTo build and maintain strong relationships with our business clients through superior and hassle-free service in order to differentiate Nedbank as the banking partner of choice.
Job Responsibilities
Facilitate and maintain an effective approach to the management of complaints
To ensure the effective management of in accordance with the Complaints Procedure ensuring compliance and within the framework for managing complaints promptly, providing responses that address the complainant's concerns
Providing expert advice and support to team on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing statements
Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations
Facilitation of complaint resolution meetings and appropriately escalating complaints
Monitor trends and highlight risk factors compile reports on complaints, monitoring trends, response times, outcomes and action arising from complaints
Management Responsibilities
Directly manage 5 Complaints Officers
Monitor individual and team performance and take any appropriate corrective action.
Undertake the appraisal of directly managed staff and support their development
Manage the recruitment and selection of staff in the Complaints and Litigation Department
Minimum Experience Level
3 – 5 Years’ experience in Dispute Resolution of which minimum
2 Years’ experience focusing on Social Media Complaints
2 – 3 Years’ Stakeholder Relationship Management (Internal and External) experience in the financial sector
2 - 3 years' People Management experience (e.g. 2IC / Team Leader)
Qualifications
Bachelor’s Degree in Commerce / Engineering / Science / Maths / Economics / Stats or a degree in Information Systems
People Specification
Essential Certifications
Preferred Certifications
Type of Exposure
Working with a group to identify alternative solutions to a problem.
Analysing situations or data that requires an in depth evaluation of multiple factors
Building and maintaining effective cross-functional relationships with internal and external stakeholders
Managing multiple projects
Influencing stakeholders to obtain buy-in for concepts and ideas.
Brainstorming ways of improving a product or situation.
Challenging the status quo with a view to improving the environment or people's understanding
Identifying trends
Checking accuracy of reports and rec
Coordinating and securing buy-in from internal stakeholders
Technical / Professional Knowledge
Cluster Specific Operational Knowledge
Relevant regulatory knowledge
Industry trends
Business terms and definitions
Communication Strategies
Relevant software and systems knowledge
Decision-making process
Banking knowledge
Governance, Risk and Controls
Banking procedures
How to Apply
For more information and job application details, see; Nedbank Complaints Manager Jobs in South Africa
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