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Job Title:  Senior Complaints Specialist (CIB)

Organisation: Absa Group Limited (formerly Barclays Bank UK)

Duty Station:  Kampala, Uganda

About US:

Absa Group Limited (formerly Barclays Bank UK) is a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management and insurance. Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.

Job Summary: The Senior Complaints Handling Specialist has a clear remit/ mandate to investigate effectively and reach robust decisions on more complex complaints with appropriate support from Head of Customer Experience on the extent and limits of discretion and responsibilities in investigating and resolving complaints.

The Senior Complaints Handling Specialist shall also review customer service trends and statistics, assist in identifying service gaps and test them in conjunction with business to implement enabling frameworks, and continuously evaluate standards for the delivery of the desired customer experience across all segments.

Key Duties and Responsibilities:

Management of escalated/ fast track complaints – 30%

• Responsible for providing support and coaching to CIB teams. Typically, cases handled by the Senior Complaints Handling Specialist will consist of complaints that have moved out of the Relationship managers.
• Follow up on all complaints and ensure timely resolution.
• The issue(s) are raised and will require detailed investigation.
• The complaint relates to issues that have been identified by the Bank as high risk or high profile.
• Conducting an independent review of all CIB escalations.
• Conducting follow-up care calls of all complaints raised by CIB team.
• Review the monthly MI upon Volumes, SLA performance, Refunds payments trends and Complaint category and type trends for CIB.
• Training and development: Conduct trainings, coaching and develop plans for learning and skills development improve overall customer satisfaction

Root cause analysis – Solution Design and Testing – 25%

• Identify and prioritise customer experience breakdown points based on customer expectations, breakdown severity and business impact, using complaint trends, customer satisfaction survey insights etc.
• Perform detailed diagnostics and analytics in order to identify root cause problems impacting customer experience delivery.
• Prepare comprehensive written reports including details of any recommended procedural changes to service delivery.
• Initiate and continuously engage with business as part of cross functional working teams in developing potential improvement solutions with the aim of identifying customer experience improvement solutions for identified and impacted business areas.
• Participate in proof of concepts and tests to confirm solution efficacy and utilise results as final design inputs, before standardisation and national implementation.
• Support the production of business cases as part of the root cause solutions.
• Manage all problems holding root cause investigations i.e. advise BU’s on prioritisation and impact of problems ensuring the reduction of number of complaints passed on to level 3.
• Develop process engineering solutions to repetitive customer failures derived from roots causes and all other problems that adversely affect customer service inclusive of regulatory compliance issues
• Continuously explore and test best practice root cause methodologies to ensure that effective root cause analysis result in substantial improvement of complaint and service failure trends.

Relationship Building – 20%

• Develop relationship with stakeholders and colleagues in the bank to ensure embedment and consistence of customer experience.
• Manage third party agencies for delivery of work according to agreed quality standards and timeframes.
• Build and leverage on strong network within the bank.
• Inspire and lead the CIB team to deliver exceptional levels of service hence customer obsession.
• Act as a contact person for Customer Service under the CIB segment.

Reporting, Tracking and Presenting – 15%

• Develop reports and provide timely feedback to business, Relationship managers on complaints logging through salesforce.
• Ensuring highest level of integrity are upheld throughout the process of preparation and ensure all reports are submitted within agreed timelines
• Produce quality reports on root cause analysis, the identification of solutions and the tracking of the effectiveness of actions deployed to reduce complaint trends.
• Building quality presentations and presenting to various audiences the methodologies used for root cause analysis and the effectiveness of actions deployed to reduce trends.

Risk Management and Control – 10%

• Resolve customer complaints in line with the bank of Uganda financial consumer protection guidelines
• Ensure complaints are not escalated to the regulator by having thorough and complete resolution of all complaints
• Provide input into the CIB self-risk assessment
• Provide input in closing CIB audit items

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Qualifications, Skills and Experience:

• The applicant for the ABSA Senior Complaints Specialist (CIB) job should hold relevant qualifications
• Higher Diplomas: Business, Commerce and Management Studies (Required)

How to Apply:

All suitably qualified and interested candidates who wish to join ABSA Group in the aforementioned capacity should apply online at the link below.

Click Here

Deadline: 8^th February 2023

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