Manager Client Experience

2 weeks ago


Sandton, South Africa Bidvest Bank Full time

**Primary Purpose**

Responsible for all aspects related to Client Experience and Risk Management on the service provided to Bidvest Bank customers. To monitor adherence to regulatory requirements, policies & procedures, Customer Complaints resolution framework, Operational Risk Compliance and Change Management, management, reporting and minimum standards implemented across the Bank and its value chain which impact both internal and external customers.

**Minimum Requirements**

**Qualifications**:

- Relevant Diploma or Degree
- Banking Certificate will be an advantage

Experience
- 5 - 7 years' experience in similar role and in all facets of the banking service environment and its associated products, processes and systems
- 5 to 7 years' experience in complaint handling/dispute resolution
- and the impact of regulation on customer service (e. g. FSCA, TCF etc.)
- Compliance experience gained in a financial institution or other similar environment working.
- 3 years' experience in a management role

Competencies

Technical
- Knowledge of regulations relating to FSCA, TCF FICA, FAIS, OHASA, EE, etc
- Ability to identify problems and data analysis
- Ability to work across multi-disciplinary teams to investigate and implement solutions

**Duties and Responsibilities include but not limited to**:
FINANCIAL MANAGEMENT

Identify and implement revenue or cost saving opportunities and ensure adherence to budget.
- Assist in promoting the implementation of best practices in order to maximise profitability and minimise expenses.
- Analysis of process weaknesses and development of improvement potential to eliminate waste and inefficiencies.

CLIENT EXPERIENCE

Drive the execution of the customer centricity and complaints strategy for Bank.

CHANGE MANAGEMENT
- Implement and Change Management framework in line with Changes from various teams.
- Ensuring that company standards are achieved and maintained with targeted emphasis on continuous improvement.
- Act as a catalyst for Change Management and improvement in performance.
- Identify training needs and organize training interventions to meet quality standards.
- Collaborate Change Management activities across all departments to assist in improving management of business.

OPERATIONAL EXCELLENCE
- Ensure all customer complaints and compliance matters are executed in line with Bank guidelines

PEOPLE LEADERSHIP
- Provide management responsibility to Customer Experience team

REPORTING
- Perform different analytics to assist business decision making.

LEARNING AND GROWTH
- Drive a continuous learning culture which focuses on innovation and value adding solutions in line with best practice.
- This position is advertised in line with our commitment to Employment Equity._



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