At a Glance
- Tasks: Lead a team to resolve customer complaints and restore satisfaction.
- Company: Join Standard Bank Offshore, a leader in financial services with a global impact.
- Benefits: Competitive salary, career growth, and the chance to work with talented professionals.
- Other info: Dynamic role with opportunities for collaboration and professional development.
- Why this job: Make a real difference by enhancing customer experiences and trust in banking.
- Qualifications: Degree in Business Commerce and experience in managing customer complaints.
The predicted salary is between 40000 - 50000 £ per year.
Business Segment: Personal & Private Banking
Company Description
Standard Bank Offshore is the offshore arm of the Standard Bank Group, a leading Africa focused financial services group, and an innovative player on the global stage. Our international Banking, Lending, Investment, Fiduciary and Wealth Management services offer a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa and SBO is perfectly positioned to support the growth of our organisation from our office in the Isle of Man, Jersey, London, MAUs and South Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
Job Description
To lead and manage a team of consultants for the successful resolution of general customer complaints received in the Customer Complaint Resolution Centre (CCRC) that can be resolved on a one-and-done basis. To restore customer satisfaction and trust in the bank, retain customers and minimise reputational risk.
Qualifications
- Type of Qualification: First Degree
- Field of Study: Business Commerce
- Experience Required: Experience in managing customer complaints. Understands customer pain points and how to resolve a matter to the customer’s satisfaction. Experience within financial services’ operations, understands distribution channels, products, processes and systems.
Key Outputs
- Adhere to Business Continuity Management (BCM) plans applicable to the area.
- Adhere to control structures to manage risk when dealing with customers telephonically or in writing, especially when committing the bank to a resolution or outcome that has monetary value or high-risk exposure component.
- Enable integrated ways of working and collaboration across the value chain to deliver for the client.
- Ensure that all complaints are handled according to the Code of Banking Practice terms of reference and within the National Credit Act guidelines and Treating customers fairly principles.
- Ensure that all service demand that is Financial Advisory and Intermediary Services Act (No 37 of 2002) related is referred to an accredited representative, and therefore giving any advice or intermediary service to a customer in terms of a financial product, as determined by the Act is prohibited.
Additional Information
- Following Procedures
- Taking Action
- Directing People
- Team Working
- Upholding Standards
- Providing Insights
- Customer Reception and Channelling
- Difficult Calls Management
- Electronic Communications & Devices
- Product and Services Knowledge
- Query Resolution
General Complaint Manager in Douglas employer: Standard Bank Group
Standard Bank Offshore is an exceptional employer, offering a dynamic work environment in the Isle of Man where you can thrive alongside talented professionals in the financial services sector. With a strong focus on employee growth and development, we provide numerous career-enhancing opportunities while fostering a culture of collaboration and innovation. Join us to make a meaningful impact in the banking industry and contribute to the growth of Africa, all while enjoying the unique advantages of working in a vibrant offshore location.
