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Job Purpose:

• Management of Regulatory complaints end-to-end. 
• Be the voice of the customer. 
• Lodge and record all Regulatory complaints on the CMS system. 
• Identify client needs and resolve regulatory complaints within agreed and prescribed SLA's. 
• Draft complaint responses and communicate decisions to intermediaries, management, clients, Ombudsman, FSCA, media, attorneys etc. 
• Build and maintain effective internal / external relationships by organizing workshops; discussion forums and keeping the team updated on changes in the department or new requirements from the Regulatory bodies. 
• Respond timeously to the Ombudsman to avoid penalties by resolving complaints in the prescribed time. 
• Ensure recommendations made by the Ombudsman are conveyed to the appropriate Business Units by forwarding recommendations and discussing with the Business Unit Manager.
• Manage complaints taking all TCF principles into account as well as business requirements. 
• Investigation of complaints for all company insurance products, policy services, service providers and sales channels. 
• Keep abreast of legislation and other industry changes that impacts on the role by reading the relevant newsletters; websites and attending sessions. 
• Ensure quality in the investigation, communication and resolution of complaints. 
• Demonstrate effective stakeholder engagement maintaining and improving relationships with all stakeholders, both internally and externally, as well as within the Complaints Team. 
• Conduct effective complaints root cause analysis to improve business processes and systems by identifying and recommending effective ways to operate and adding value to the company. 
• Ensure report / dashboards are produced timeously via monthly feedback to internal stakeholders. 
• Identify trends on types of complaints received and update the complaints system accurately.
• Compliance with the Complaints Framework and required process for effective queue management. 
• Support the achievement of the business strategy; objectives and values by reviewing the company and Business Unit Plan.
• Contribute to a culture conducive to the achievement of transformation goals by participating in the company’s culture building initiatives (e.g. staff surveys etc)
• Participate and support corporate responsibility initiatives for the achievement of business strategy. 

Qualifications:

• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees
• Admitted Attorney.
• Legal Degree
• High Certificate in Short Term Insurance
• High Certificate in Financial Products (Long-Term Insurance)

Experience:

• Minimum 5 years experience as a Legal Practitioner or Regulatory Complaints Specialist in the Insurance / Financial Services sector with a focus on dispute resolution. 
• Regulatory complaints handling.

Technical / Professional Knowledge:

• Financial Accounting Principles
• Performance management
• Relevant legislative & regulatory knowledge
• Governance, risk and controls
• Management information and reporting principles, tools and mechanisms
• Communication Strategies
• Client Service Management
• Operations planning
• Dispute resolution practices
• Legal knowledge

Behavioural Competencies:

• Aligning Performance for Success
• Influencing
• Guiding Team Success
• Building Partnerships
• Earning Trust
• Continuous Learning