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Job Description
- To ensure all Complaints are handled within TAT, and for breach in TAT should be with proper justification
- To establish and maintain effective quality assurance systems for the complaints process, providing information and analysis on performance as required with qualitative and quantitative information.
- To take lead responsibility for developing and maintaining specific quality assurance and consultation work in conjunction with the complaints process.
- To ensure that formal complaints are investigated and responded to effectively and speedily.
- To assist in ensuring that feedback on the complaints process are established, maintained and used effectively.
- To develop a training programme on the complaints process and to deliver this as necessary or facilitate the delivery of such a programme.
- To identify and contribute to training strategies and programmes as required.
- To provide information and analysis on the effectiveness of the complaints system.
- To contribute to the corporate functions of the Department.
- To ensure that the policies, standards and guidelines are implemented and complied with, hearing disciplinary matters within agreed frameworks as necessary.
- To maintain confidentiality and observe data protection guidelines
- To carry out any other reasonable duties within the overall function, commensurate with the grading and level of responsibility of the post.
- To ensure all complaints are closed with analysis report
- To ensure proper and assessable record management for MIS & reporting
Job Requirements
- Bachelors of Business Administration or equivalent.
- Minimum of 5 years’ experience
- Experience in banking and financial services is preferable
- Understanding of banking/financial industry activities and related product is essential.
