Compliance Manager at Intelligent Debt Management

Key Responsibilities:

Quality Assurance Management

• Lead the QA team to ensure adherence to quality standards and regulatory requirements.
• Develop, implement, and maintain quality assurance policies, procedures, and guidelines.
• Monitor key performance indicators (KPIs) to evaluate the effectiveness of QA processes.
• Conduct regular audits, inspections, and assessments to identify gaps and recommend corrective actions.

NCR and Complaints Management

• Supervise the NCR Complaints team to ensure timely investigation and resolution of all complaints.
• Develop and maintain a robust complaint handling process to enhance customer satisfaction and operational efficiency.
• Analyse complaint trends and provide actionable insights to relevant stakeholders.
• Coordinate with cross-functional teams to implement preventive measures and reduce recurrence of issues.

Compliance Framework Implementation and Maintenance

• Assist in designing, implementing, and maintaining the Group Compliance Structure/Framework.
• Ensure the Organisation/Group complies with all relevant regulations, industry standards, and internal policies.
• Develop and maintain compliance policies, procedures, and documentation.
• Monitor and assess regulatory developments and advise on their impact on the organisation.

Executive Support

• Provide compliance-related insights, reports, and recommendations to the Executive team.
• Support strategic decision-making with compliance data and risk assessments.
• Act as a liaison between the Executive team and compliance-related functions.

Leadership and Team Management

• Provide strong leadership to the QA and NCR Complaints teams, fostering a culture of accountability, transparency, and continuous improvement.
• Set clear performance objectives and conduct regular performance reviews.
• Support the professional development and training needs of team members.

Training and Awareness

• Develop and deliver compliance training and /or communication for staff at all levels.
• Promote a culture of compliance and ethical business practices throughout the organisation.

Key Requirements:

• Bachelor’s degree in law, Business or a related field.
• Minimum 3-5 years' proven experience in a compliance management or related role.
• Strong knowledge of quality assurance processes, compliance frameworks, and regulatory requirements.
• Extensive knowledge of South African Legislation such as FICA, FAIS, NCA, POPI etc.
• Demonstrated ability to implement and maintain compliance structures and frameworks.
• Exceptional leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving skills, with the ability to provide actionable insights.
• Knowledge of the Financial Services Industry.

Key Competencies:

• Leadership and Team Management
• Strategic and Analytical Thinking
• Strong Attention to Detail
• Excellent Communication and Reporting Skills
• Adaptability and Problem-Solving
• High Ethical Standards and Integrity
• Confident decision making
• A strong customer service focus – Treating Customers Fairly (TCF)
• Considered an advantage:
• Certifications in compliance, risk and/or quality management (e.g., Diploma/ Certificate in Compliance Management).
• Affiliation to the Compliance Institute of South Africa.
• Experience working with cross-functional teams and senior leadership.
• Familiarity with compliance tools and digital technologies to enhance operational efficiency.