Position Summary:
To assist, drive and improve client experience and adherence and the adoption of the Client Experience and Complaint Management daily disciplines, frameworks, and standards. To integrate, analyse, interpret and track trends with regards to Provincial/Business Unit client experience data, and through root-cause analysis, identify service failures and problem areas that require to be solutioned for.
Required Education & Experience:
- Promote Good Governance, Risk & Control and Compliance
- Product and Services Knowledge
- Experience in data analysis, problem identification and reporting.
- Experience in complaints management and application of complaints regulations (e.g., FSCA, TCF, etc.).
- First Degree Banking
- 3-4 years Experience of working in either a Branch or Private Banking or relevant Business environment with knowledge of its associated products, processes and systems.
- Risk Awareness