Dispute Resolution Specialist
2 days ago
This role involves overseeing the resolution of customer complaints across various operations.
- Lead the development and oversight of complaint resolution processes in adherence to global policies and procedures.
- Establish and maintain effective complaint resolution processes and service level agreements to ensure timely addressing of complaints.
- Manage a team of dispute resolution specialists, providing coaching, training, and performance management.
- Produce timely management information to stakeholders, where required.
- Analyse complaint trends to develop remediation plans and prevent future occurrences.
- Collaborate closely with department heads to identify process improvement opportunities and provide feedback to improve efficiency and quality of complaint handling.
- Maintain current knowledge of regulatory requirements that impact business operations and participate in regulatory change discussions.
The ideal candidate will have:
- Proven experience in Customer Relations, Complaints or Service Delivery Management roles.
- Understanding of relevant regulatory requirements.
- Experience in developing and implementing complaint handling frameworks.
- Strong communication and influencing skills, including verbal, written, and relationship management.
- Creative problem-solving skills and ability to translate key performance indicators into actionable insights.
- Self-motivated and collaborative leadership with minimum 5+ years' experience in senior leadership positions.
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