Nedbank Complaints Manager Jobs in South Africa

Nedbank Complaints Manager Jobs in South Africa


Job Purpose

  • To 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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