Job Purpose:
The position will oversee the full lifecycle of complaints and issue resolution, maintaining rigorous monitoring to ensure all grievances are logged in the centralized complaints management system and subjected to comprehensive investigation for equitable resolution. Regular follow-ups with assigned resolvers will be conducted to expedite issue resolution while maintaining transparent customer communication regarding progress throughout the process.
The position will also uncover key thematic issues and collaborate with diverse stakeholders to develop targeted actions that address underlying root causes.
Key responsibilities include overseeing project timelines, coordinating team efforts, and ensuring deliverables meet quality standards. Additionally, the role involves analyzing performance metrics to identify areas for improvement and developing strategic solutions to enhance operational efficiency. Collaborating with cross-functional departments, managing stakeholder expectations, and maintaining clear communication channels are also essential duties. The position requires adept problem-solving skills, the ability to multitask in a fast-paced environment, and a commitment to achieving organizational objectives.
Responsibilities include managing and resolving customer complaints and inquiries from initiation to completion across all communication channels, such as in-person branch visits, contact centers, social media platforms, websites, email correspondence, and other digital channels.
A centralized system is utilized to document all complaints thoroughly.
Thoroughly investigate complaints promptly while maintaining respectful and empathetic communication with complainants, ensuring they remain informed about the progress of their case.
Monitor recurring and thematic issues, identify trends, and escalate findings as needed. Develop and propose actionable resolutions along with process enhancements to elevate the overall client experience.
Conducting in-depth root cause analysis and deriving actionable insights form a core component of this role, enabling the identification of underlying issues and the formulation of strategic solutions.
You will report to the Director of Operations, providing regular updates on project progress, resource allocation, and any challenges encountered. This role requires you to maintain open communication channels with senior management to ensure alignment with organizational goals. Additionally, you will prepare detailed reports on key performance indicators, operational metrics, and strategic initiatives for executive review.
Demonstrate strict adherence to established complaints’ management procedures and policies.
Provide comprehensive training to frontline and support teams regarding complaints management procedures to ensure consistent compliance.
Administer Voice of the Customer surveys to evaluate the effectiveness of the complaints’ resolution process.
Responsibilities include overseeing and addressing issues submitted through the Service Desk platform.
Required expertise includes a strong academic foundation and hands-on experience in the relevant field, supported by appropriate professional qualifications.
Professional qualifications, relevant expertise, and demonstrated experience are essential prerequisites for this role.
A recognized institution must grant your university degree.
With a minimum of two years of hands-on experience in addressing and resolving customer complaints specifically within the financial services sector, you will bring valuable expertise to this role.
Proven ability to cultivate and maintain strong client relationships while delivering exceptional customer service.
Proficient in both written and oral communication skills.
Strong interpersonal and negotiation skills.
Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results.
Strong customers/stakeholders engagement and management skills.
Demonstrates strong capability in managing multiple tasks simultaneously, with a particular emphasis on effectively supporting and prioritizing assignments from various team members.
Requires meticulous attention to detail and an unwavering dedication to maintaining high-quality standards.
A solid grasp of how streamlined processes and appropriate conduct contribute to exceptional customer service is essential.
Proficient in analyzing data and performing root cause analysis to identify opportunities for reducing wastage and enhancing operational performance.
Skilled in organizing substantial workloads and guiding a team to perform efficiently amidst pressure or during pivotal transitions.
Qualifications
BA/BSc/HND
Experience Required
2 years
