Dispute Resolution Technical Lead Sandton

2 weeks ago

Johannesburg, South Africa The Recruitment Council Full time

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 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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