FirstRand Senior Manager Environment Social & climate Risk Management Jobs in South Africa
FirstRand Senior Manager Environment Social & climate Risk Management Jobs in South Africa
About usHelpful Effective Ethical Innovative Accountable and you have one simple goal: to improve the lives of customers through simple, effective solutions that meet their needs, contact us today and join a winning team.
All appointments will be made in line with the Bank’s Employment Equity plan The Bank actively supports the recruitment and advancement of individuals with disabilities.
We recommend that candidates be encouraged to declare their disability and consult the Bank should they require reasonable accommodation.
Purpose
To analyse customer and / or payment information to identify potential suspicious transactions and/or individuals in order to mitigate / reduce the incidence of financial crimes against the bank.
Experience and Qualifications
Relevant degree or diploma preferable 3-5 years banking experience A sound working knowledge of Hogan applications
Responsibilities
Increase operational efficiency and suggest solutions to enhance cost effectiveness
Providing insights to guide the Customer Experience Improvement forum on which issues need to given priority and working on ad hoc committees appointed by the forum to resolve issues - Chairing the forum in the absence of the Head of Customer Service and Experience
Ensure that the complaints resolution consultants are always aware of any changes to products, services and offers – this includes all aspects e.g. pricing, features and benefits, terms and conditions, rules etc by maintaining a business unit specific training guide which amongst other things - Explains the functioning of the CARE system and the email management system
Liaise and communicate the system requirements to the necessary audiences e.g. testers, developers, business analysts and provide ongoing feedback regarding system issues and following the required standards
Support channels, Product Houses, Segment owners, other business units and Banks with queries on system with standard of High priority complaints - 2 working hours, General complaints – 6 working hours and Queries – same working day but no longer than 1 working day
Preparation and/or vetting of deadlock letters where the bank (business unit) is of the view that the matter cannot be solved without the intervention of an arbitrator (e.g. Ombudsman for Banking Services) by preparing responses to complaints logged with regulatory bodies and where needed use subject matter experts
e.g. payments experts, legal experts etc also assist the consultants with escalations where they may be having difficulty in resolving a matter and especially where turnaround times may be breached
Ensure that all areas within their business unit actively seek opportunities to garner compliments from customers and ensure that these compliments are logged and periodically visit social media complaint sites in order to gain competitor insights and other insights to aid the ongoing improvement of the customer experience
Ongoing management of the business unit’s CARE (complaints management system) system to ensure that it is functioning optimally – i.e. no errors, system problems etc. also prepare reports from the CARE system which track turnaround time for complaints
Overall responsibility for the Customer Experience Improvement project but assisted by the customer experience specialist.
This project involves the sending of emails requesting customers to rate a direct interaction with the business unit and provide comments based on the interaction.
Manage the productivity of the consultants by maintaining the business unit MIS on the CARE system to ensure that it is relevant and up to date at all times thereby ensuring that the business has accurate root cause analysis information on demand and represent the business unit on the banks Complaints Steerco and participate in the ongoing enhancements to the CARE system, specifically and in general the handling of complaints and queries within FNB
Compile management information which includes an analysis of complaints and their root cause and disseminate this information to the relevant people within the business unit in order that the information is used to refine processes and procedures and in so doing reduce complaints and improve the customer experience, also assist with dashboards which track the progress of issues that are being fixed in order for a report to be prepared for the business unit Exco
Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiency and increase competencies
Manage personal development to increase own skills and competencies
How to Apply
Interested and qualified candidates should apply online by 20th September 2019
For more information and job application details, see; FirstRand Senior Manager Environment Social & climate Risk Management Jobs in South Africa
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