Manager Service Recovery at Stanbic IBTC

Position Description

Job purpose
To Manage and harmonize the resolution of customer complaints and represent all customer facing areas of the bank, driving consistency and responsiveness in the way complaints are handled.

Key responsibilities
• Develop and implement a centralized complaints management process
• Take ownership of implementing a complaint management culture bankwide.
• Liaise with relevant business areas to resolve issues arising from customer complaints, process or regulatory breaches.
• Build strong links with the bank’s different departments to enable seamless resolution of complaints.
• Contact customers who lodge complaints and regularly update them on the stage of resolution.
• Keep record of customer complaints and how they were resolved
• Periodic root – cause analysis
• Develop initiatives to mitigate situations that lead to such complaints
• Build relationships, earn trust and buy-in from customers in order to get referral business and retain customer loyalty.
• Conduct a needs analysis to identify customer needs effectively when resolving complaints.
• Ensure proper record keeping in terms of regulatory requirements.
• Weekly complaints management report to be submitted

Key performance measures
• Meet defined turnaround time for each category of complaint.
• Develop initiatives to ensure root cause of complaint is tackled
• Meet target complaint / resolution ratio
• Continuous interest and development of innovations to manage complaints

Internal and external relationships
• Good communication skills with colleagues, and management resulting in good customer service.
• Good internal and external communication skills with all stakeholders resulting in exceptional customer service being delivered to both internal and external customers.
• Ability to communicate and influence at Senior Management level.