Manager: Complaints

6 days ago

Bellville, South Africa Sanlam Full time

**Build a successful career with us**
- We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.- Purpose of the role- Strategic and Operational oversight, guidance, management and coordination of complaints and compliments management handling across the business; as well as operational design, direction and oversight of best practise implementation, monitoring & remediation processes and tools within business**Key roles and responsibilities**
- This role will be responsible for ensuring our clients receive top-tier service by analyzing customer satisfaction data, developing and implementing strategies to improve the overall customer experience, and communicating with customers as needed.
- Responsibility for end-to-end oversight, management, resolution, tracking and analytics of the Cluster’s client complaints, compliments and NPS detractors (voice of the client), including but not limited to:

- Efficient & effective Complaints resolution and monitoring
- Analytics and Insights
- Continuous improvement opportunities (where applicable)
- Day-to-day tasks include managing customer complaints and compliments process, end-to-end, identifying areas for improvement, and providing insights into and leading cross-functional teams to address customer experience issues.
- Manage and own the complaints function across Sanlam Corporate, ensuring TCF and all relevant governance regulations and policies w.r.t. Complaints Management are adhered to
- Lead team, and wider Sanlam Corporate network of client ensuring regular client experience training is provided to all Sanlam Corporate staff
- Equip the team with the necessary skills, knowledge, and confidence to provide excellent service to all stakeholders.
- Build and maintain one source of entry for all Sanlam Corporate complaints, with clear understanding and adherence to defined Ways of Working
- Promote continuous improvement, within the team and Sanlam Corporate
- Recognised source of truth and feedback loop into all clients-related management functions and forums
- Strategic design, direction, lead, implementation and embedding of the Cluster’s Voice of the client best practice and strategy vision within the business
- Manage sustainable relationships with key stakeholders, both internal and external
- Qualifications and experience- Bachelor's degree in Business Administration, Marketing, or related field
- Customer Experience, Customer Satisfaction, and Customer Service related skills
- Minimum 5 years management experience in client experience related roles
- Demonstrable project management & business analysis skills and leading cross-functional teams
- Analytical Skills, particularly related to data analysis and quantitative research
- Experience in the financial services industry is preferred but not required
- Knowledge and skills- Excellent Client experience and Behavioural economics skills
- Excellent Stakeholder management skills, both internal & external
- Change management skills
- Conflict management skills
- Presentation, Analytical & critical thinking skills
- Regulatory environment understanding and exposure is advantageous
- Employee-benefits related product exposure is advantageous
- Financial services industry exposure is advantageous
- Personal qualities- Agility with Leading & being leader-led
- Structured and results driven
- Strong analytical skills, with great Problem-solving & attention to detail
- Accountable & Focussed
- Strong Communication skills, both written and verbal
- Collaborative & Team player
- Self-mastery & Change Adaptive

**Turnaround time**Our commitment to transformation

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