Richard S.

Experience

• 

  Spotlight Property search

  Jan 2008 - Jan 2009

  Data capturer

  Responsible for capturing large amounts of data regarding all forms of property that are/were available for sale or to let within the Eastern Cape/Port Elizabeth region.

• 

  Capitec Bank

  Mar 2010 - Jun 2016

  Responsible for handling of escalated complaints and inquiries from various channels within the bank such as social media, CEO escalated complaints as well as attending to matters that have been referred by branch and help desk staff alike. Primary responsibility is to ensure client retention, service recovery and providing remedial feedback to relevant stakeholders. Investigated all matters pertaining to alleged card related fraud. Conducting investigations and providing client's with the applicable feedback regarding their claims. Responsible for engaging new and existing client's in opening of savings accounts as well as credit granting in a branch environment.

  • Complaint Management Officer

    Jan 2013 - Jun 2016

  • Unauthorised Transactions Agent

    Apr 2012 - Jan 2013

  • Service Consultant

    Mar 2010 - Apr 2012
• 

  Capitec Bank

  Apr 2019 - Oct 2019

  Manage a team within the Complaint Management department with the purpose of providing reputational risk management and client retention through optimal client experience and service recovery. To deliver a quality complaint resolution service in line with business requirements and client service level agreements, as well as to provide root cause analysis and business improvement suggestions. Maintaining, monitoring and evaluation of team members performance against key performance indicators. Lead meetings with the team to discuss objectives, performance and queries. Assist with escalated complaints from the CEO’s office when necessary. Maintain excellent standard of client service and service recovery. Show less To partner with Business Support Management and IT Feature teams to create and implement a process and system risk management framework to mitigate and minimize risks presented by the use and access to systems within the Business Support environment. To review process controls and provide insights to line management and Product Owners. To monitor, analyse and protect the integrity of systems within the Business Support environment. To identify and classify processes into Very High, High, Medium and Low risk, Review controls in place across processes with focus on High risk processes. Report on gaps and recommend improvements to controls to line management and Product Owners Show less

  • Team leader: Complaint Management Department

    Jun 2016 - Oct 2019

  • BSC Systems and Process Risk Analyst (Secondment)

    Apr 2019 - Jul 2019
• 

  Sanlam Indie

  Oct 2019 - now

  • Designing a service model that is conducive for a Digital servicing environment• Compile and lead execution of client servicing and post-issue-of-policy retention strategy in line with business strategy and broader Sanlam service model• Leading the Customer Operations teams and taking ultimate responsibility for their performance by managing and owning the agreed key performance metrics for Customer Operations team and report on these to provide a view of the servicing health of the business• Ensure we realise the benefits of the ongoing investment in our CRM Platform, namely Freshdesk and Freshchat• Research on client servicing trends and best practices and how it should inform our business strategy and priories• Inform and guide the prioritization and implementation of digital technologies as it relates to Operations (self-service, machine learning, etc) Show less Lead the broader Customer Service teams in providing and optimising the servicing and maintenance of Indie productsAssist with and provide input into the overall Indie servicing and retention strategyCompile and execute tactical plans for the Customer Service team to support and deliver on servicing and retention strategies in the Customer Service spaceDevelop and implement a frameworks to prioritise and manage the overall workload of client servicing queries.Play an active and valuable role in the Operations leadership teamManage and own the agreed key performance metrics for Customer Service team and report on these to provide a view of the servicing health of the businessMonitor and analyse the Customer Service team performance and collaborate and work with relevant team members to identify and implement corrective actionsBeing the custodian for complaint management within Sanlam IndieEnsure that the business is consistent in the treating of customers fairly with respect to complaint resolution and handlingDevelop and coordinate the implementation of proactive service monitoring digital solutions Coordinate and prioritise identified improvement opportunities across the broader customer service teamProvide input and guide Product and Design teams on improvement opportunities that impact and / or originate from the customer service team Show less Lead the Service Monitoring & Recovery team in the day to day execution of their responsibilities with respect to complaint handling (team huddles, work queues, administration/planning of leave, performance appraisals, coaching discussions, one-on-one, resource planning)Manage and own the agreed key performance metrics for the Service Monitoring & Recovery team and report on these to provide a view of the servicing health of the businessManaging and monitoring all complaints requiring investigationImplementing and maintaining “Best Practices” and processes to ensure adherence to internal Sanlam Group complaint handling policiesDevelop and implement frameworks to prioritise and manage the overall workload of service monitoring and recovery queries across all platforms and work streamsBeing the custodian for complaint management within Sanlam Indie by ensuring that the business is consistent in treating customers fairly with respect to complaint resolution and handlingProvide input regarding improvement opportunities and system capability enhancements by working with our Product and Design teamsCreate and enhance risk mitigation controls to ensure client service requests are captured accurately into our internal workflow and policy administration systemCoordinate and track improvement initiatives derived from pain points and service failures (Proactive)Reporting and tracking complaint trends within the business and engaging stakeholders on improvement initiatives Show less Handle escalations where clients do not want to accept service delivery feedback or where their expectations were not metMonitor client service delivery ratings and follow up with clients who provided the lowest ratings.Liaise with Sanlam Arbitrator on the investigation and resolution of Indie related complaintsResolve Hellopeter and Social media complaintsAnalyse service requests for inclusion in self-service capabilitiesWork with the knowledge management team to maintain the client service delivery knowledge base supporting self-service capabilities Show less

  • Customer Operations Lead

    Oct 2019 - now

  • Customer Service Lead

    Aug 2021 - Sept 2022

  • Service Monitoring and Recovery Lead

    Jan 2020 - Jul 2021

  • Service Monitoring & Recovery Specialist

    Oct 2019 - Dec 2019