Job Description

• Participate in and contribute to relevant monthly EXCO and governance forums, providing oversight, insights, and escalation of material service recovery and complaint matters.
• Identify, analyse, and manage complaint and service recovery trends for WesBank, proactively highlighting systemic issues, process gaps, and problematic dealerships.
• Escalate identified risks, conduct concerns, and process failures to the business, and support the implementation of corrective and preventative actions.
• Manage, influence, and resolve complex, high‑risk, and escalated complaints that require senior judgement, cross‑functional collaboration, and executive‑level decision‑making, beyond the capability of junior staff.
• Ensure WesBank’s complaint handling and service recovery practices remain aligned to WesBank Conduct Standards and the FirstRand Group Complaint Management Framework.
• Oversee Wesbank & Associate complaint management systems, including renewals, maintenance, enhancements, and ongoing optimisation.
• Manage and maintain associate relationships (including VW and TFS) through regular scheduled engagements, providing insights, performance feedback, and driving required process or system changes.
• Ensure associates are kept informed of complaint management processes and changes, and that the WesBank complaint team consistently complies with associate‑specific contractual and operational requirements.
• Manage associate subscriptions and related financial administration, ensuring accuracy and timeous payment of invoices.

Experience and Qualifications

• Grade 12 (Matric)
• Degree in Management (Equivalent)
• 5 Years + in the Service Recovery Industry
• Banking or Insurance (Advantages)

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.