Direct Investing Complaints - Customer Care Leader

We are seeking a Direct Investing Complaints - Customer Care Leader to lead and develop a highly engaged team, pioneering an omni-channel experience to achieve consistently excellent customer outcomes.

The successful candidate will be responsible for:

• Leading and developing a team to deliver excellent customer outcomes
• Building and maintaining the team's capability to identify, understand, and meet customer needs
• Using available tools and enablers to grow business performance
• Creating a culture which enables focus on building deeper relationships with customers
• Ensuring operational and risk frameworks are adhered to

The Assistant Vice President Expectations include:

• Advising and influencing decision making
• Contributing to policy development and taking responsibility for operational effectiveness
• Leading a team performing complex tasks
• Setting objectives and coaching employees
• Identifying ways to mitigate risk and developing new policies/procedures

The ideal candidate will have:

• A proven track record in a leadership role
• The ability to create an environment where other leaders can consistently succeed
• Strategic thinking and prioritisation skills
• The ability to anticipate future challenges and plan accordingly
• Strong communication and presentation skills

Some other highly valued skills may include:

• Knowledge of regulatory and risk requirements relating to complaints
• Experience in resolving emotive and complex customer/client queries
• Experience of customer information and management systems
• Experience in multiple channels of digital communication