Dispute Resolution and Risk Management Lead

6 days ago

Sandton, South Africa The Recruitment Council Full time
Job Description

The Recruitment Council is seeking a seasoned professional to act as a senior representative for our clients long-term insurance division, engaging with various Ombudsman offices and regulatory authorities.


Key Responsibilities
  • Actively support our clients culture-building and transformation initiatives, including staff engagement activities and surveys.
  • Participate in corporate social responsibility programs to advance business objectives.
  • Identify and recommend process, system, and policy improvements, supporting the rollout of new practices.
  • E nsure all complaints are accurately logged in the CRM database, providing a clear reference for tracking and resolution.
  • Maintain thorough documentation for each complaint by recording physical and electronic copies as needed.
  • Drive improvements in client service by identifying process gaps and ensuring regulatory compliance.
  • Work closely with business units to provide timely and satisfactory responses to complaints, monitoring progress to ensure optimal outcomes.
  • Mitigate reputational and financial risks by addressing service gaps and compliance issues.
  • Stay informed of relevant legislative updates and industry changes to ensure compliance and effectiveness in the role.
  • Foster a growth-oriented environment by engaging in professional development and training to enhance skills and career growth.
  • Share insights and knowledge with team members, maintaining a collaborative and informed workplace.
  • Respond promptly to client and regulatory queries, ensuring accurate documentation, timely responses, and well-negotiated recommendations.
  • Support claims processing by delivering necessary documentation and evidence for client claims.
  • Develop and sustain effective relationships through workshops, forums, and regular updates on regulatory requirements.
  • Engage proactively with the Ombudsman and regulatory bodies, ensuring timely and thorough responses to complaints to prevent penalties.
  • Convey Ombudsman recommendations to the relevant business units, coordinating with unit managers to drive appropriate action.

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