Job Description

Complaints Assistant Manager

Mandate Skill Set

• BCs degree
• At least +3 years’ experience in Complaints management, CCO or FR.
• Over 5 years’ experience and Knowledge of banking products, processes and systems handled at the department.
  
  

Organization Unit Purpose

Complaints Asst. manager will ensures that customers are satisfied with the services offered by the Bank and minimizes the number of complaints. To identify the real cause of the Complaints and come up with Permanent solutions to reduce the complaints. He/She will have to interact with different Stake holders to provide troubleshooting solutions.

Job Purpose:

With complaints coming in from all sources (Branch, Central Bank, CEO Office and Senior management, Customer Service etc.), the need of complaint management process is eminent that keeps the customer acknowledged, heard and loyal to the Bank. Basic complaint management normally includes a timely acknowledgement, a process towards resolution, and a final outcome that benefits the Customer and Bank. Collections and Recoveries manages several responsibilities which impacts the customer Finances directly or indirectly and any small disagreement or delays raises a quicker complaint approach. Also with reduced TAT from Central Bank on response to the complaints along with Penalties for breach, a dedicated staff is required. The Asst. Manager Complaints will be coordinating with different departments to facilitate quicker resolution of the complaints and identify the root causes leading to these complaints and finding permanent solutions for the same.

Job Responsibilities

Core Roles & Responsibilities:

• Going through the list of complaints from customers
• Understanding the reasons and factors behind complaints (Root Cause Analysis) and work towards solving customers’ problems
• Monitoring complaints and working towards reducing their numbers.
• Ensuring all complaints are resolved within agreed TAT and responded to stakeholders.
• Come up with strategic initiatives for STP for complaint resolution and complaint reduction.
• Representing Collections & Recoveries in different Forums related to Customer Experience.
• Meeting with Process owners and relaying customer complaints related to their area.
• Meeting with customer service, Operations and support Teams in order to provide solutions for complaints regarding inefficient customer service.
• Supervising customer support teams.
• Providing expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing statements.
• Keeping an inventory
• of customer complaints in order to review them and improve the standards of the Services.
• To take a leading role in promoting the reporting of and learning from complaints including:
• Undertaking trend analysis
• Providing feedback/reports to the relevant units.
• Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance.
• Participation in ongoing programmes of training and development in relation to the complaint handling processes.
• To contribute to the development and implementation of the Departments Governance Strategy in relation to complaints to lead the development of specific delegated policies, procedures or guidelines relating to complaints.
  
  

Person Specifications

• Bachelor’s degree
• Language proficiency in Written and Spoken English.
• 3+ years’ experience in Complaints management, CCO or FR,
• Strong knowledge of banking products, processes and systems handled at the department.
• Ability to undertake ownership and lead reviews
• Team player with right attitude
• Should be able to think out of the box, Analytical & problem solving skills.
• Should be able to work as team member, helpful and self-motivated.
• Ability to undertake ownership and lead reviews
• Relationship and conflict management
• Communication skills
• Negotiation and Influencing
• Lead/motivate team
• Achievement oriented
• Collaborative