The position manages and is accountable for supporting the development, implementation and monitoring of Complaints Management Framework, related policies and guidelines. The Senior Manager will work collaboratively with all lines of Divisions and SPN business units to ensure a consistent and integrated approach applied to complaints aligns to the overall Complaints Management requirements.

The role operates at a senior management level with people management responsibilities for Complaints Management Officers charged with the implementation of strategies and action plans to provide comprehensive support services.

Minimum 3 year Degree, Diploma or NQF level 6 equivalent and post graduate qualifications
At least 5 years complaint management experience at senior level
Complaints management, customer service and/or legal experience, including knowledge of risk management requirements and controls