Complaints Resolution Manager at Hollard Insurance

Job Advert Summary    

• An exciting new opportunity has become available within Hollard Group Risk. We are looking to recruit a Complaints Resolution Specialist within our Cape Town branch.
• The purpose of the Complaints Resolution Specialist role is to effectively manage and resolve client complaints with professionalism, empathy, and efficiency, ensuring a positive customer experience while maintaining regulatory and internal service standards. This individual will be responsible for conducting thorough investigations into complaints, identifying underlying issues through root cause analysis, and recommending corrective actions to prevent recurrence. In addition, the role includes performing detailed audits on disability and death claims to ensure compliance, accuracy, and consistency in claims handling, thereby supporting continuous improvement, risk mitigation, and enhanced client outcomes.To be part of the team that deals with complaints that have been escalated through the NFO office.  Complaints are received in writing from the NFO offices; these complaints must be considered, and all necessary information must be gathered regarding the complaint.  A decision needs to be taken in terms of the desired outcome of the complaint.  Where the client complaint is invalid, the case needs to be argued with the NFO offices.  Where the merits of the case are not in line with fairness and equity and NFO principles, the desired outcome needs to be discussed with business.  Where Hollard has failed in some way, improvement recommendations need to be made to business.  
• Managing all escalated queries for HGR and assisting in the management and improvement of reputational risk and client satisfaction.
• Assist with complex matters and ex gratia decisions across the business
• Managing the liaison with NFO offices and managing all NFO cases and arguing these based on TCF, the law and ombudsman principles.
• Engagement with the Group Complaints management forum.
• To make improvement recommendations where there has been a failure on the part of Hollard.
• Relevant reporting to Hollard Group and HGR.
• Conduct Claims Audit to ensure statutory compliance.
• Provide input in product development to ensure future risks are mitigated.

Required Knowledge and Experience    

• Understand the regulatory requirements applicable to complaints management and NFO rules of engagement
• Keeping up to date with the changing regulatory environment
• Customer service orientated
• Good understanding of all Group Risk products
• Ability to interpret policy contracts and understand insurance processes to be able to analyse the merits of a case.
• Excellent problem solving skills
• Good administration skills
• Excellent verbal and written communication skills
• Interpersonal skills that promote good relationships
• Ability to deal with business units, administrators and partners
• Good skills in all Microsoft Office applications
• Ability to work under pressure and to deal with high complaint volumes
• Ability to work under pressure
• Ability to work to deadlines and meeting of deadlines
• Be a team player

Educational Requirements    

• Medically trained professional
• Minimum of 5 years exposure to complaints handling experience or claims experience with 10 years of experience in Group Risk Insurance

Deadline:2nd September,2025