Senior Adjudicator

**Job Purpose**

To oversee the resolution of complaints lodged with the FAIS Ombud against financial services providers. This role requires operating within a target-driven environment to ensure complaints are resolved in a manner that is procedurally fair, informal, economical, and expeditious manner.

**Requirements**:

- Matric certificate.
- Minimum qualification should be an LLB or BCom Degree or a relevant NQF Level 7 FSCA-approved degree.
- A Certified Financial Planning (CFP) Qualification.
- Minimum of 5 years’ experience within the financial services industry, of which at least three must have been in a managerial capacity.
- A thorough understanding and appreciation of the legal environment in which the FAIS Ombud’s Office operates, including a thorough understanding of the FAIS Act, 37 of 2002, and its subordinate legislation.
- Technical and practical knowledge of financial advisory, FAIS regulatory compliance, the pension funds industry, insurance, and market conduct/TCF regulation.
- An understanding of financial services legislation - FAIS Act, FSR Act, PFA, LTIA, TCF, PPR, ITA, Insurance Act.
- Strong Background in Short and Long-Term Insurance, Financial Planning, and Dispute Resolution.
- Market Conduct and FAIS Regulatory Compliance.
- Understanding of general and technical financial product knowledge.
- Knowledge of the Microsoft CRM Programme or similar.
- Exceptional Drafting, Communication, and Interpersonal Skills.
- Strong Time Management and Planning Skills.

**Key Performance Areas**:

- Ensure complaints allocated to the relevant Junior Adjudicators and Adjudicators are considered and disposed of in a procedurally fair, informal, economical, and expeditious manner.
- Manage the performance of staff.
- Collect, interpret statistics, and provide reports as and when required.
- Identify trends in complaints received.
- Mediate/conciliate in complex matters and, where necessary, provide guidance to the case management team.
- Lead investigations into complex cases and, where necessary, provide guidance to the Case Management Division.
- Research various areas of the law applicable to the FAIS Ombud and provide sound legal advice.
- Undertake all job training, mentorship, and support to ensure that the staff are fully knowledgeable about complaint resolution, financial services, and associated business processes.
- Coach, support, and guide the team pertaining to all aspects of daily operations within the Case Management environment.
- Attending internal and external meetings, preparing presentations, and interacting with the media on behalf of the FAIS Ombud.
- Various other duties as may be determined by the Teams Resolution Manager and the Ombud.

**Other Key Competencies**:
The applicant must demonstrate the following skills and attributes: excellent drafting skills, strong communication and leadership skills, active listening, critical thinking, analytical thinking, and attention to detail. proficiency in using MS Office, good communication skills (technical and non-technical), output driven, good interpersonal skills, diligent, a self-starter, energetic, and a team player, ability to communicate in two or more official languages, ability to extract the essence of a complaint where the real complaint is clouded by irrelevant details. Ability to conduct a thorough assessment of complaints in line with prescribed transcripts and make a sound legal argument to reach a conclusion. The ability to establish priorities and manage several tasks.

FAIS OMBUD is an equal opportunity employer, committed to the principles contained in its Employment Equity Policy.