Complaints Manager jobs vacancy at Standard Bank in Gauteng South Africa July 2013

Job Title:Complaints Manager (Standard Bank of South Africa)
Roodepoort, Gauteng Gauteng (South Africa)
Market Related Salary
Permanent management level position at Standard Bank of South Africa July in the Financial (Banking) industry.

Benefits: Medical Aid ,Pension Fund.

To manage and control all escalated complaints within Embedded Products (SBIS).
To manage and control all Ombudsman, CRC, Legal, Ciboodle and HelloPeter complaints.
To ensure that the Complaints area has specialised skills and continuously evaluates processes and resolves customer complaints within agreed time frames
To identify and implement service improvement strategies within Embedded Products.

Key Result Areas :

CEBS – target 9.
Quality assurance and trends analysis.
Complaints management within different SLA’s
Management of complaints comebacks
Strategies and action plans to improve customer service.
Process improvements or recommendations to improve service.
Quality of management information – reporting and data (MIS).
Quality of relationships gained or sustained with stakeholders and core product owners.
Relationship management with Liberty and the ombudsman offices
People Management
Effectively reviews all processes on a regular basis to increase productivity and for optimal utilisation of staff. Effective compliance with all relevant legislation.

Qualifications :

Minimum of Bachelor’s degree in Business Management
Certificate Of Proficiency I (COP),
FAIS compliant

Experience Required :

3 years claims experience, and at least 2 years in a managerial capacity.
3 years complaints management experience.
2 years Life Assurance background

The ideal candidate will have the following competencies:


ensure that advice provided is in accordance with FAIS requirements
To ensure costs are managed within agreed expense budgets
Marketing Liberty Life in employer payroll facilities/worksites
To develop, motivate, guide and lead a team of Financial Advisors to achieve business objectives and agreed sales targets
Recruitment of financial advisers
Conduct regular and effective individual review meetings with each Financial Adviser within the Sales Team
Compiling and submitting regular summary management reports for the Regional Head of Sales on all KPI’s including an overview


At least 3 to 5 years sales management experience
In-depth exposure to the entry level market


Business procedures, rules and processes
Management of Sales Advisors
Sales Process

Standard Bank is a South African-based financial services company with a global presence. Standard Bank believes that it is through their people that they will succeed and that only by working together will they make their offering to its customers. Standard Bank – Moving Forward.
How to Apply;

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