Lead and oversee the investigation, adjudication and resolution of complaints, ensuring compliance with the FAIS ACT, regulatory requirements and service delivery standards.
Provide technical and legal oversight of complaints by reviewing, approving, and quality-assuring case outcomes by adjudicators and junior adjudicators.
Review, reassess, and rework matters returned by the Tribunal, including further investigation and analysis where required.
Drive operational excellence by monitoring case performance, service standards, the case management system (CRM), reporting, and continuous process improvement initiatives.
Ensure effective governance, risk management, and compliance by implementing controls, managing departmental risks, and maintaining adherence to policies and procedures.
Lead, coach, and develop high-performing teams through performance management, skills development, mentorship, knowledge transfer, and succession planning.
Build and maintain productive relationships with industry stakeholders through engagement, mediation, presentations, and representation of the Office at internal and external forums.
Contribute to organisational knowledge, industry guidance and thought leadership through training, publications, and market conduct insights.
Various other duties as may be determined by the Manager: Dispute Resolution and the Ombud.
Other Key Competencies:
The applicant must demonstrate the following skills and attributes:
excellent drafting skills, strong communication and leadership skills, active listening, critical thinking, analytical thinking, and attention to detail. proficiency in using MS Office, good communication skills (technical and non-technical), output driven, good interpersonal skills, diligent, a self-starter, energetic, and a team player,
ability to communicate in two or more official languages, ability to extract the essence of a complaint where the real complaint is clouded by irrelevant details. Ability to conduct a thorough assessment of complaints in line with prescribed transcripts and make a sound legal argument to reach a conclusion. The ability to establish priorities and manage several tasks.
Requirements
Requirements:
Matric certificate or equivalent.
BCom or LLB Degree.
PGDip in Financial Planning Qualification and CFP designation will both be an added advantage
Admission as an Attorney will be an added advantage.
A minimum of 8 years of industry-related experience working with dispute resolutions, appeals, and liaising with the Tribunal.
3 years of people management experience.
Solid legal drafting experience.
Sound understanding of the legal environment in which the FAIS Ombud's Office operates.
Technical and practical knowledge of financial advisory, FAIS regulatory compliance, the pension funds industry, insurance, and market conduct/TCF regulation.
An understanding of financial services legislation - FAIS Act, FSR Act, PFA, LTIA, TCF, PPR, ITA, Insurance Act
Strong Background in Short and Long-Term Insurance, Financial Planning, Dispute Resolution