Complaints Manager

2 months ago

Johannesburg, South Africa Nedbank Full time

**Job Classification**
- **REQ: 128400 - Refilwe Falatsi**:

- **Closing Date: 14 September 2023**:

- **Division: Nedbank Insurance | Client Experience - Complaints Team**:

- **Employment Equity Statement: Preference will be given to underrepresented groups.**
- Job Family- Sales and Services
- Career Stream- Client Service
- Leadership Pipeline- Manage Self: Professional
- FAIS Affected**Job Purpose**
- Management of Nedbank Insurance complaints, ensuring fair and equitable outcomes. Effectively manage the complaints process for Nedbank Insurance, by communicating with all key stakeholders, including various regulatory bodies. Resolve complex complaints in order to retain current and new clients, while minimizing reputational risk for Nedbank Insurance through enabling others. Display around understanding of the complaints management legislation and how this is implemented within the financial services industry, specifically Insurance.**Responsibilities**:

- End-to-end management of all complaints taking TCF principles into account, as well as, business requirements.
- Effective investigation of complaints for all Nedbank Insurance products, policy services, service providers and sales channels.
- Ensure that all complaints are resolved with the relevant SLA’s.
- Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
- Ensure quality in the investigation, communication, and resolution of complaints.
- Demonstrate effective stakeholder engagement maintaining and improving relationships with all stakeholders, both internally and externally, as well as, within the Complaints Team.
- Conduct effective complaints root cause analysis to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
- Ensure reports / dashboards are produced timeously via monthly feedback to internal stakeholders.
- Identify trends on types of complaints received and update the complaints system accurately.
- Conduct root cause analysis and provide feedback to relevant departments on all processes to curb recurrences. Pro-active problem identification.
- Provide feedback and recommendations back to business which have been highlighted through the complaint resolution i.e., system changes, forms, and policy amendments.
- Compliance with the Complaints Framework and required process for effective queue management.
- Input into the continuously review of the complaints management process for improvement and make necessary recommendations to relevant stakeholders.
- Complaints Governance and Control.

**Job Responsibilities Continue**
- Complaints Management process
- Ombudsman processes and procedures
- Insurance product knowledge
- Effective communication skills (verbal and written).
- Drafting Experience
- Writing manual technical letters or handling of technical complaints
- Knowledge of relevant legislation and regulations
- Knowledge of Client Experience principles
- Financial services/industry knowledge
- Experience managing a team
- Essential Qualifications - NQF Level- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
- Preferred Qualification- Relevant Bachelors Degree with a preference on communication skills.
- Higher Certificate in Short-term Insurance
- Higher Certificate in Financial Products (Long-term Insurance)
- Essential Certifications- Preferred Certifications- Higher Certificate in Short-term Insurance
- Higher Certificate in Financial Products (Long-term Insurance)
- Minimum Experience Level- **Minimum 5 years’ experience in Complaints Management within the Insurance environment and preference Financial Services.**:

- **2 - 3 years people management skills.**

**Technical Skills**:

- Complaints Management process
- Ombudsman processes and procedures
- Insurance product knowledge
- Effective communication skills (verbal and written).
- Drafting Experience
- Writing manual technical letters or handling of technical complaints
- Knowledge of relevant legislation and regulations
- Knowledge of Client Experience principles
- Financial services/industry knowledge
- Experience managing a team

**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
- Behavioural Competencies- Advancing Sales Discussions
- Building Customer Loyalty
- Work Standards
- Collaborating
- Communication
- Managing Work
- **_Please contact the Nedbank Recruiting Team - Refilwe Falatsi_

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