Head: Complaints

**Introduction**

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.

**Role Purpose**
- Manage teams responsible for the resolution of client complaints, ensure all relevant policies and procedures are followed, and Company, JSE and FICA regulations are adhered to.

**Requirements**:
**Formal Qualifications**:

- Bachelor of Commerce Degree (essential)
- A relevant business related qualifcation (desirable)

**Experience**:

- 6 - 8 years experience in a client service environment (essential)
- 2 - 3 years people management experience (essential)
- Exposure to the insurance industry (essential)

**Skills**:

- People management skills
- Negotiation and influencing skills
- Interpersonal skills
- Communication skills
- Attention to detail
- Conflict resolution skills

**Knowledge**:

- Knowledge of relevant products, systems and processes
- General knowledge of all businessrelated rules and regulations
- Relevant regulatory and compliance requirements
- Knowledge of market conduct principles and treating customers fairly (TCF)

**Duties & Responsibilities**

**INTERNAL PROCESS**:

- Contribute to the development of a client service strategy that enables a positive client experience and business objectives, with a specific focus on the Complaints function.
- Contribute to the development of a client value proposition (CVP) and client service strategies to ensure Complaints-specific operational considerations are incorporated.
- Manage the implementation of operating procedures and quality and service standards related to the Complaints function.
- Monitor and evaluate operational processes for quality and effectiveness and adjust as required.
- Contribute to the development of standard operating procedures in order to determine the optimal process to implement the Complaints function.
- Manage a comprehensive Complaints resolution function, ensuring timeous and accurate service delivery.
- Monitor operational results and backlogs and adjust according to service delivery requirements.
- Deliver meaningful and relevant reporting on the Complaints function and trends identified as required.
- Review performance targets in line with business objectives and realities to ensure optimal Complaints resolution performance is maintained.
- Act as an escalation point to assist Complaints Team Leaders addressing complaints escalated by Complaints Administrators.
- Ensure team’s adherence to correct procedure when following up on complaints.
- Identify and report process and system failures and enhancements to improve client experience.

**CLIENT**:

- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
- Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
- Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

**PEOPLE**:

- Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
- Select and recruit suitably qualified talent in line with Employment Equity principles and the company's values.
- Drive a culture that guides and directs best practice, fostering an envi