Senior Vice President - Complaints Management - BFS

Complaints Management Team-SVP

Strategic/ Managerial Responsibilities :

- Ensure timely and accurate reporting. Manage senior level stakeholders within the CMT role. Quality driven approach.

Core Responsibilities :

- Collaborating, communicating and partnering with business owners, stake holders, and other partners to be identify, scope, analyze and execute process improvement and projects.

- Drive process improvement culture (covering lean, six sigma, automation, digitalization)

- Identify opportunities where it can support various products

- Provide strategic transformation solutions through process Analysis and assessments towards automation and other appropriate digital solutions to enable DIY journey

- Drive timely resolution of Grievances through analytics and audit process

- Liaise with Business functions to fix issues related to illegitimate business practices

- Highlight top issues service & process

- Minimize unfair business practice risk and service failures through structured engagement with respective business functions.

People Management or Self-Management Responsibilities :

- Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section.

- Develops talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.

Risk and Internal Control Responsibilities :

- Implements the risk policies and processes (operational, regulatory, financial, informational, reputational and audit risks), ensuring that that these meet regulatory and internal requirements.

- Implements the internal control systems in the department and participates in the departmental audits. Implements practices to bridge gaps identified during departmental audits