Head, Complaints Management and Client Experience

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

To lead the Complaints Management and Client Experience function within the Insurance division, ensuring the effective resolution of client complaints and the continuous improvement of client experience. Execute and embed Client Experience standards and frameworks, driving a client-centric culture, and ensuring regulatory compliance.

• Completed Matric
• Business Commerce Degree

Experience 

• 10 years Experience in insurance or financial services, with a strong focus on client service and complaints management. Leadership experience, including managing teams and influencing cross-functional stakeholders. Proven ability to execute client experience frameworks and manage service recovery. Background in operational excellence, including process improvement and risk identification.
• 8 - 10 years Experience in change execution, working with People and Culture and Change teams. Familiarity with insurance regulations and governance standards. Exposure to insurance systems and CRM platforms. Skilled in data-driven decision-making using SLAs, client feedback, and complaints trends.

Behavioural Competencies

• Adopting Practical Approaches
• Articulating Information
• Embracing Change
• Empowering Individuals
• Establishing Rapport

Technical Competencies

• Client Acceptance & Review
• Client Relationship Management
• Insurance Products & Services
• Query Resolution
• Risk Perception & Assessment