Job Description

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.



In accordance with the FAIS Ombud's Recruitment Strategy, preference will be given to candidates from designated groups. Please note that correspondence will only be entered into with shortlisted candidates, and FAIS OMBUD reserves the right not to appoint if a suitable candidate is not identified.



Recommended candidates will be required to undergo a comprehensive background check, which may include security screening, psychometric testing, and verification of credentials.



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



Please note that correspondence will only be entered into with short-listed candidates, and the FAIS OMBUD reserves the right not to appoint if a suitable candidate is not identified.



Interested applicants can apply for this position at https://faisombudjobs.mcidirecthire.com/ by 15 August 2025. Inquiries may be directed to Ms. Livhuwani Thavhanyedza at 012 762 5000.