Administrator: QA, Risk, Compliance and Fraud

3 weeks ago

Johannesburg, South Africa Sanlam Full time

**Who are we?**

Sanlam Developing Markets [SDM] (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market. It aims to understand the unique requirements of clients and offers a wide range of simple and affordable financial solutions that cover needs such as funeral insurance, savings for education, life cover and personal accident plans. In terms of the Sanlam Group Governance Policy, SDM is managed by the SA Retail Mass cluster, which is part of the Sanlam Life and Savings cluster within the Sanlam Group. The cluster focusses on retail products, as well as group schemes.

**What will you do?**

**PURPOSE OF THE ROLE**
- To support the effective and efficient working of the QA, Risk, Compliance and Fraud Detection function by performing operational, administrative and reporting duties relating to one of the following areas:

- Quality Assurance
- Fraud, Risk Management and Compliance
- Distributions Operational Functions To check and verify the adherence of Distribution Operations to quality standards, policies, procedures and regulatory frameworks- Key Responsibilities- 1.
- **Operational execution**

**Perform operational duties relating to one of the following areas**:

- 1.1.In case of: Quality Assurance- Gain a working knowledge of Quality Assurance standards across Distribution Operations, as well as relevant products and requirements in SRM.
- Conduct QA assessments to review and verify that key processes across Distribution Operations have been completed correctly:
**Onboarding**

**Terminations and Recoveries**

**Commissions**

**New Business and Implementation**
- Identify trends, gaps and areas of improvement in the adherence to quality standards and principles.
- Document findings and recommend solutions to address gaps.
- Escalate concerns and queries to the Team Leader.
- Provide feedback to relevant Business Owner / Team Leader on deviations and follow up on whether corrective action has been taken

**1.2.In case of: Fraud, Risk Management and Compliance**
- Gain a working knowledge of compliance, risk and fraud management frameworks, as well as relevant products and requirements in SRM.
- Analyse, verify and review that all compliance practices and procedures across Distribution Operations are followed in terms of disclosures, advice given, records kept, and ethics/behaviour undertaken when dealing with clients and undertaking sales.
- Flag and highlight anomalies, variances or potentially fraudulent activities immediately to ensure corrective action is taken.
- Log data on to the right platforms and keep accurate records of all risk and problem areas.
- Support with compiling risk and compliance reports. Where relevant, work with Forensics Department and provide administrative support during forensic investigations**1.3.In case of: Replacements and Complaints**
- Remain up to date with industry changes and new products being launched.
- Review and verify that internal and external replacements processes have been executed as per policy replacement standards.
- Investigate internal replacements and provide resolution in terms of Rule 2A and Rule 19 to stakeholders.
- Highlight non-compliance of procedures to management.
- Monitor the Complaints inbox and respond to complaints within agreed timeframes.
- Conduct root cause analysis and resolve complaints where possible to increase a first-time resolution rate, or escalate to the relevant team / Business Owner with clear communication on corrective measures.
- Provide client feedback on the resolution / progress of the resolution.
- Analyse complaints to identify trends. Compile data to inform reporting and decision making.
- Support the Team Leader / Manager to prepare for and execute Complaints Committee meetings.

**2.Reporting**
- Compile data and information to inform reporting. Where required, support the Team Leader to compile sections of reports.

**Qualifications**
- Matric (Grade 12)
- Diploma or degree in related field will be advantageous

**What will make you successful in this role?**

**Knowledge and Experience**

**Knowledge**
- In-depth understanding of Insurance industry standards
- Working knowledge of insurance products and services (advantageous)
- Knowledge of regulatory and compliance frameworks would be advantageous Customer engagement principles**Experience**
- 2 - 3 Years experience in an administrative capacity in an operational environment.
- Experience in the insurance industry would be advantageous.
- Demonstrated client engagement experience.
- Experience working on office management or task management systems (MS Outlook / Teams / Jira / etc.)

**Personal Attributes**
- Decision quality - Contributing independently- Plans and aligns - Contributing independently- Interpersonal savvy - Contributing independently- Ensures accountability - Contributing independently**Build a successful career with us**
- We’re all

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