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    • Dispute Resolution Technical Lead - Johannesburg - The Recruitment Council

    The Recruitment Council
    The Recruitment Council Johannesburg

    1 day ago

    the recruitment council background
    Description

    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 company 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 the company.
    • 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 the company 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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