Manager Client Experience - Sandton, South Africa - Bidvest Bank

Bidvest Bank

Verified Company

Sandton, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

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
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 multidisciplinary 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._