Ombudsman Complaints Manager
7 months ago
Job Description
Dear Future, Ombudsman Complaints Manager
Are you someone who can:
- Manage team members within the context of defined processes, set required performance parameters and act as technical coach where required.
- End-to end analysis and investigation of Regulatory complaints.
- Root cause and trend analysis, and suggestions on improvement initiatives to the relevant stakeholders.
- Tracking of agreed action plans to close gaps.
- Drafting of legally sound responses and replies to the Ombudsmen or customers without exposing the Insurer to risks including legal, financial, or reputational risks.
- Adhering to service levels and response times laid down by internal process, legislation, and the various Ombudsmen.
- Stakeholder involvement and engagement, at all levels, to ensure effective complaints analysis, investigation, responses, resolution, and involvement.
- Engagement with the relevant Ombudsmen, where needed and to build good relationships with them.
- See through/facilitate complete resolution of complaints in accordance with business decisions or directives, commitments made to customers/stakeholders or Ombudsmen or in accordance with directives or decisions made by Ombudsmen.
- Accurately record relevant complaints information, including root cause analysis, losses, and payments on the required systems.
- Maintain a comprehensive and up-to-date document library of precedents, templates, and principle decisions.
- Guidance to stakeholders and staff members on developments, trends, views, relevant decisions, and opinions expressed by the various Ombudsmen and insurance case law.
- Reporting on risks, trends, root causes, action plans and solutions to the various stakeholders and forums within the FNB Insurance Pillar and FNB.
- General reporting on Ombudsman complaints to meet regulatory and business requirements.
- Perform data integrity (i.e. ensure that data is accurate and relevant) specific to certain campaigns/projects.
- Maintain awareness of any changes to products, services and offers - this includes all aspects e.g. pricing, features and benefits, terms and conditions, rules etc.
- Keep technical skills current and stay abreast of latest developments, including the law, case law and trends, views, relevant decisions, and opinions of the relevant Ombudsmen to ensure effective execution of duties as well as sharing knowledge and industry trends with team and stakeholders
Additional Requirements:
- Excellent knowledge of market conduct, insurance principles, and legislation.
- Must be able to work and make critical decisions in a fast-paced work environment with tight deadlines.
- Excellent communication skills, written and verbal, which includes excellent legal drafting and writing skills.
- Good negotiation and conflict resolution skills.
- The relevant completed legal degree. Preference will be given to admitted attorneys.
- 2-3 years management experience in financial services
You will have access to:
- Opportunities to network and collaborate
- A challenging working environment
- Opportunities to innovate
We can be a match if you do the following:
- Builds relationships with stakeholders
- Drives results
- Values driven
- Optimistic
- Quick learner
- Resilient
- Problem solver
- Manages complexity
LI-ZN2
Are you interested to take the step? We look forward to engaging with you
Job Details
Application Closing Date
19/04/24
-
Ombudsman Complaints Specialist
3 days ago
Johannesburg, South Africa FirstRand Full timeAbout us, purpose, experience and qualifications **about us**: - make a promise - be deeply invested - value our differences - build trust, not territory - have courage - always do the right thing **purpose**: - To provide customers with excellent service by ensuring that they are served promptly understanding their needs and processing their...
-
Manager: Complaints Resolution
7 months ago
Johannesburg, South Africa Absa Bank Limited Full timeEmpowering Africa’s tomorrow, together one story at a time. - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary To...
-
Long-term Insurance Technical Lead
3 weeks ago
Johannesburg, Gauteng, South Africa The Recruitment Council Full timeJob Overview:The Recruitment Council is seeking a Long-term Insurance Technical Lead - Complaints Manager to join our team. As a key member of our organization, you will play a crucial role in managing the dispute resolution process related to long-term insurance.Responsibilities:Complaint ResolutionManage the dispute resolution process for long-term...
-
Regulatory Dispute Adjudicator
4 months ago
Johannesburg, South Africa Absa Bank Limited Full timeEmpowering Africa’s tomorrow, together one story at a time. - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job Summary To...
-
Dispute Resolution Technical Lead Sandton
4 days ago
Johannesburg, South Africa The Recruitment Council Full timeJob 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,...
-
Johannesburg, South Africa Jobted ZA C2 Full timeJob Description: Long-term Insurance Dispute Resolution Technical Lead Position Overview: The Long-term Insurance Dispute Resolution Technical Lead is a key role responsible for managing the dispute resolution process related to long-term insurance. This position involves representing the organization in interactions with various Ombudsman offices and...
-
Complaints Consultant
6 months ago
Johannesburg, South Africa Hollard Recruitment Full time**Job Advert Summary**: **Job purpose** Manage the resolution of customer complaints received from various sources such as: Telephone, E-mail, Workflow, Branches, Website, Partners, Brokers, Web, CEO’s office, Media, Social Media. Retaining the policy holder, while maintaining a high standard of customer service. This position is ideal for a hard-working...
-
Complaints Officer
7 months ago
Johannesburg, South Africa National Risk Managers (Pty) Ltd Full timeJoin Our Exclusive Talent Pool! We believe in nurturing talent and providing a platform for growth. As we expand our horizons, we are building a talent pool of passionate Complaints Officers who share our commitment to excellence. **Job Summary** - Investigate and resolve complaints received. - Social media management on all platforms **Key Performance...
-
Insurance Dispute Resolution Strategist
2 months ago
Johannesburg, Gauteng, South Africa The Recruitment Council Full timeJob Summary:The Recruitment Council seeks a skilled Insurance Dispute Resolution Strategist to manage the dispute resolution process related to long-term insurance. This role involves representing the organization in interactions with various Ombudsman offices and regulatory bodies, ensuring compliance and effective handling of complaints.Main...
-
CRM - Customer Complaint Manager
23 hours ago
Johannesburg, South Africa Express Pros Fourways Full time**JOB AT A GLANCE**: Our client, a national, award-winning car service and repairs company is searching for a motivated and experienced customer service manager. **RESPONSIBILITIES**: - Requesting all the required documentation from customers or branches pertaining complaints: Signed job cards, tax invoices, supplier invoices, phone recordings, manager’s...
-
Complaints Coordinator
7 days ago
Johannesburg, South Africa FirstRand Full timeAbout us, purpose, experience and qualifications **about us**: There is no about us detail available. **purpose**: Resolution of complaints that have been escalated. Maintain accurate records and identify trends which may indicate weaknesses in business systems and processes. Drive customer service through a professional approach. **experience and...
-
Complaints Coordinator
9 months ago
Johannesburg, South Africa FirstRand Full timeAbout us, purpose, experience and qualifications **about us**: - There is no about us detail available.**purpose**: - Resolution of complaints that have been escalated. Maintain accurate records and identify trends which may indicate weaknesses in business systems and processes. Drive customer service through a professional approach.**experience and...
-
Complaints Resolution Manager C
2 weeks ago
Johannesburg, South Africa FirstRand Full timeAbout us, purpose, experience and qualifications **about us**: - make a promise - be deeply invested - value our differences - build trust, not territory - have courage - always do the right thing **purpose**: - Responsible for daily running of complaints including investigation, monitoring and resolving of system and business issues/problems....
-
Johannesburg, South Africa The Recruitment Council Full timeJob Description: Long-term Insurance Dispute Resolution Technical Lead Position Overview: The Long-term Insurance Dispute Resolution Technical Lead is a key role responsible for managing the dispute resolution process related to long-term insurance. This position involves representing the organization in interactions with various Ombudsman offices and...
-
Johannesburg, South Africa The Recruitment Council Full timeJob Description: Long-term Insurance Dispute Resolution Technical LeadPosition Overview: The Long-term Insurance Dispute Resolution Technical Lead is a key role responsible for managing the dispute resolution process related to long-term insurance. This position involves representing the organization in interactions with various Ombudsman offices and...
-
Complaints Resolution Manager C
1 week ago
Johannesburg, South Africa FirstRand Full timeAbout us, purpose, experience and qualifications **about us**: - make a promise - be deeply invested - value our differences - build trust, not territory - have courage - always do the right thing **purpose**: Responsible for daily running of complaints including investigation, monitoring and resolving of system and business issues/problems. Co-Ordinating...
-
Client Service Manager Non-motor Desktop
1 week ago
Johannesburg, South Africa Santam Full timeWhat will make you successful in this role? Attending to complaints regarding repair work, settlement of claims. Entry point for complaints from the Client Care Department (Ombudsman, Internal Arbitrator) Providing technical assistance in all matters claims related. Facilitate Claims Committee meetings Facilitate Rejection letter process Audit claims to...
-
Claims Assessor Specialist
7 months ago
Johannesburg, South Africa FirstRand Full timeJob Description Hello Future Senior Claims Specialist Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up...
-
Commercial Credit Recoveries Manager
6 months ago
Johannesburg, South Africa FirstRand Full timeJob Description To identify and manage the overall process and portfolio of high-risk clients on an ongoing basis and take responsibility for recovery of debt, all exposures in the growth sub-segment, mid-touch sub-segments (simple lending) and business credit cards for the late collections of debt - Manage all exposures in the growth sub-segment, midtouch...
-
Lead: Internal Adjudication
7 months ago
Johannesburg, South Africa Absa Bank Limited Full timeEmpowering Africa’s tomorrow, together one story at a time. - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary To...
