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Complaint Manager

Business Unit:  Discovery Employee Benefits
Function:  Administration and Office Support
Date:  14-Jan-2022

 

Achieve more than     YOU BELIEVE  

 

 

 

 

 

 

 

 

 

 

 

 

Discovery Employee Benefits

Complaint Manager

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Employee Benefits

Discovery Employee Benefits- Group Risk Inspire employees to lead healthier lives and unlock financial value from our dynamic Group Risk protection benefits and wellness programmes.

Key Purpose of the role

Overall responsibility for the team’s success to ensure that the team objectives, which are aligned to the overall business strategy, are met. Responsible for the operational management and delivery of complaints across Employee Benefits. To proactively manage the function and ensure the department meets the compliance and regulatory requirements effectively.

Areas of responsibility may include but not limited to

  • Make recommendations to enhance process and system functionality across Employee business specifically to logging of complaints, escalations and service recovery.
  • Ensure that all complaints, escalations and poor survey ratings received are recorded, investigated and responded to accordingly.
  • Monitor complaints and escalations logged across Employee Benefits to ensure that they are managed within SLA. Ensure that leaders manage these complaints with urgency.
  • Proper trend analysis and reporting done on all complaints received. Meetings scheduled with business heads to suggest recommendations and track action plans 
  • Manage and maintain stakeholder relationships to ensure business continuity. Build relationships and network with leaders across Discovery Holdings. Work closely with all exec offices
  • Provide feedback and request changes to processes/product/systems and life plan guides based on complaints received
  • Create and compile statistical reporting in line with compliance and regulatory requirements monthly to keep stakeholders informed on all complaint’s outcomes.
  • Provide training to business and leaders on complaints management

Personal Attributes and Skills   

The successful candidate must demonstrate the following competencies:

  • Analytical and problem-solving skills
  • Good written and verbal communication
  • Customer Focus and industry knowledge
  • Interpersonal savvy
  • Innovation
  • Discovery Life Product knowledge (advantageous)
  • Integrity
  • Attention to Detail
  • Planning, prioritizing, and organizing
  • Teamwork/collaboration
  • Stress tolerance

Education and Experience

  • Matric – Essential
  • Relevant Industry Qualifications – Wealth Management, Introduction to Retirement Funds – Advantageous
  • 3 - 5 years’ experience and knowledge in Group Life and/or Retirement Funds
  • Client Services across call centre, correspondence, and servicing (advantageous) Essential
  • Full compliance and legislative universe relating to employee benefits, FAIS and Umbrella Funds.

 

 EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.                      

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Apply now »