Job Description

: Overview: The Service Resolution Manager's key responsibility is to manage and support key internal and external stakeholders in escalated complaints received in Contact Centre, and ensure that the complaints are attended to, handl : Overview: The Service Resolution Manager's key responsibility is to manage and support key internal and external stakeholders in escalated complaints received in Contact Centre, and ensure that the complaints are attended to, handled and resolved in accordance to the Standard Operating Procedures. Responsibility: Complaints must be managed within the stipulated turnaround time, through proper investigation, root cause analysis and recommendation of preventive measures (where applicable) to eliminate recurrence of the same complaints. Ensure customer satisfaction is achieved with the aim of providing prompt and quality end-to-end resolution. Ensure all Key Performance Indexes (individual and department) are met i.e: service levels, timelines, turnaround time, customer satisfaction with stakeholders. Identify areas where processes can be simplified and engaging with the respective stakeholders, business and product owners Exercise judgement and make recommendations to drive service improvement. Able to drive other Team Managers on good attributes related to complaint handling. Drive improvements through collaboration, empowerment and process improvements with stakeholders from all products, channels and segments using complaint analysis. Performance Management Apart from providing excellent customer service, candidate must possess the mindset in providing and driving excellent management of customer complaints and resolutions and meeting the bank's goals and values. Prepare report on complaints, common customers' issues, and root cause analysis to key stakeholders. Ensure compliance with company procedures, policies and standards, local laws and regulations. Qualifications Required Skills and Qualifications Bachelor's degree At least 3 years experience in customer service, complaints management or similar role Exceptional verbal and written communication skills Proven track record in complaints management Individuals with prior experience in Financial Services are preferred. Experience managing a multi-channel environment (phone, email, chat, social media) will be an added advantage.