Team Leader: Complaints Resolution Centre

Team Leader: Complaints Resolution Centre- job post
Standard Bank
2,374 reviews

Full-time
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JOB OVERVIEW
Career Area: Client Solutions
Location: Hyde Park, Gauteng, South Africa
Job Type: Full-Time Regular
Job ID: 63419
JOB PURPOSE
To drive and influence strategy, manage and co-ordinate the effectiveness of the operations as well as the establishment centre of excellence client service operating model, to ensure superior service is delivered to our clients, internal and external to meet and challenge industry standards and norms.

To enable staff to an extent that they are able to resolve customer demands

KEY RESPONSIBILITES

Deliver embedded client services, through sense and enable capabilities.

Apply the STL vision, values and purpose into actionable objectives and tactics thereby influencing the outcome of internal & external service measurements of our client experience.
Manage the client service department effectively – ensuring a consistent and high level of service is provided to both internal and external customers.

Drive the continual improvement of client experience to world class levels

Ensure efficient and effective service by ensuring that all demands are completed timely. Provide reporting to clients at agreed intervals according to the clients SLA and be an internal or external point of contact for all client service-related matters.
Work actively to eliminate client friction.

Manage People and provide the necessary Leadership

Develop focused People Development Plans for all staff with clear career paths that can ensure a pipeline of talent into greater SBG Levels
Ensure that talent milestone objectives that are met are recognised and rewarded. And fast tracked where appropriate.

Implements initiatives to manage and reduce costs

Ensure costs to STL are kept in line with the budget by constantly monitoring and highlighting headcount in the client service and losses allocated to client services.
Delivery of client service projects and initiatives on time and on budget.

Monitor Operational Performance

Oversee the operational performance in understanding the variation from defined targets and actions to address.
Ensure 100% accuracy of information when resolving and capturing complaints.Enables change by communicating and explaining the changes clearly.

QUALIFICATIONS
Matric
Tertiary Qualification (advantageous)
3-4 Years Complex Complaints Resolution experience
Minimum 2 years People Management experience
5-7 Years Branch and/or Operations experience coupled with Relationship Management
Solid ability to demonstrates knowledge and understanding of risk management methodologies, tools, governance structures and regulatory requirements for good management of risk

The Standard Bank Group has implemented a Vaccination Policy for all roles which require the incumbent to work from the Standard Bank premises on a full-time or intermittent basis. Full vaccination against COVID-19 is therefore an inherent requirement of this role

Job ID : , #2373, 2 views,

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