Manager: Complaints - Bellville, South Africa - Sanlam

Sanlam

Verified Company

Bellville, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

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 toptier service by analyzing customer satisfaction data, developing and implementing strategies to improve the overall customer experience, and communicating with customers as needed.
Responsibility for endtoend 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)
Daytoday tasks include managing customer complaints and compliments process, endtoend, identifying areas for improvement, and providing insights into and leading crossfunctional 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 clientsrelated 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 crossfunctional 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