Dispute Resolution Technical Lead Sandton

2 weeks ago

Johannesburg, Gauteng, South Africa The Recruitment Council Full time

Job Purpose:

  • Management of Regulatory complaints endtoend.
  • 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 Nedbank 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 Nedbank.
  • 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 Nedbank 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

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