Deputy Internal Arbitrator at PPS

Minimum Requirements

Formal Qualifications:

• LLB Degree or equivalent qualification
• Matric

Experience :

• Atleast 5 years’ experience as Legal Adviser in the long-term and/or short-term insurance industry or in dispute resolution.
• Knowledge of PPS products essential.

Duties and Responsibilities

Key Responsibilities:

• Case Management of Complaints
•  Effectively manage complaint or appeal cases from initiation, through investigation to finalisation.
• Work across organisational boundaries in securing appropriate stakeholders support within agreed timelines.
• Identify the issues that form the subject of the complaint or appeal and the information required to resolve the identified issues.
• Apply extensive knowledge of PPS processes to determine if PPS has dealt with the complaint efficiently and effectively.
• Apply extensive knowledge of the PPS Provider Policy to cases to ensure that complaints are resolved in accordance with applicable contractual terms.
• Apply due weight to considerations of equity to ensure that complainants are dealt with fairly.
• Apply relevant legal principles to the facts.
• Submit determinations within a reasonable time and manage complainant expectations across the complaint journey.

Draft quality determinations where:

• The main issues are comprehensively and clearly articulated.
• The writing style and language used is appropriate.
• The format and order of arguments is well organised.
• Identify systemic issues or themes emerging from complaints where appeals are found partially or wholly in favour of complainants or where compensation is awarded.

Office and People Support

•  Attend weekly meetings with office staff to discuss cases and general issues of importance.
• Promote the sharing of ideas within the team to support consistency of approach.
• Develop the skills of employees by exposing them to cases, reviewing responses and providing technical guidance.
• Build and maintain team cohesion and effectiveness.
• Record and submit key case indicators to the Internal Arbitrator Specialists to facilitate effective analysis of data and reporting on complaint categories and performance.

Relationship Building and Communication   

•  Collaborate effectively across business areas to achieve business objectives.
• Maintain effective relationships with staff of the NFO.
• Build and maintain relationships with PPS stakeholders across subsidiaries.
• Successfully leverage established relationships within PPS, systems, and process knowledge in order to initiate, conduct and finalise independent investigations.

Risk and compliance

• Remain updated and informed on related regulations and legislation (FAIS, POPIA, LTIA, STIA, PPR and TCF etc.)
• Manage complaints and appeals in line with applicable contractual terms and legal principles.
• Manage complaints and appeals in line with PPS internal policies and procedures.