Senior Operation Executive

Job description
Customer Resolution

Complaint Investigation and Resolution

Ensure that all customer complaints are attended to on time, and in the best way possible, to provide a positive customer outcome
Manage the customers expectations by explaining the complaint handling process and what the company is able to do or not do , the timeframes for dealing with the complaint and when they might expect a response
Act without bias, reach conclusions and form views based on the facts of the case, taking into account the context of the situation and the resultant impact to the customer
Investigate complaints and draft written replies to customers or customer complaint mediators;
Maintain a risk register highlighting to your Team Lead any risks to the company emanating from the customer complaints;
Ensure that responses to customer complaints are drafted in terms of the company policies and procedures relating to customer complaints;
Building Relations

Work closely with other business stakeholders to understand the end to end customer experience to gain understanding of possible failure points;
Create awareness of customer dis-resolution points with Customer Services and the Credit Operations Team;
Work with Continuous Improvement to drive process changes that enhance customer Resolution and positive customer outcomes;
Ensure that responses to customers are vetted by Legal and Communications.
Build relations with key customer complaints mediators to facilitate complaint handling in a mutually beneficial manner, but also to get early insights of potential risks to the company
The Consumer Complaints Tribunal
The National Credit Regulator, Complaint Department
Communication:

To be the main point of contact, liaising with operational colleagues ensuring that all are kept fully informed of progress at all times.
To liaise with all levels of management throughout the business
Ability to communicate clearly with various stakeholders
Champion the voice of the customer for the South African business, establishing forums to provide customer insight to stakeholders, such as Product, Marketing, Technology.

Experience of working in a regulated environment
Behavioural Traits Required

High degree of patience and assertiveness with excellent rapport-building skills
Positively contribute and lead in team activities
Takes pride in work, checking own for quality i.e. Lead by example
Maintains effective time management
Have a positive attitude and the ability to influence and motivate others
Effective emotional intelligence (EQ)
Team player
Flexible
Self-Motivated

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