Dispute Resolution Technical Lead at Nedbank

Job Purpose

• To provide senior representation for Nedbank Insurance by liaising with the various ombudsman offices and regulatory bodies. Proactively advising and acting in terms of alternative dispute resolution practices, legal issues and risk management for internal stakeholders.

Job Responsibilities

• Lodge and record all regulatory complaints on the CMS system.
• Investigate and resolve complaints within agreed SLA timelines.
• Draft and communicate complaint responses to clients, intermediaries, Ombudsman, FSCA, attorneys, and other stakeholders.
• Build and maintain effective internal and external relationships through workshops, forums, and updates on regulatory changes.
• Respond promptly to Ombudsman queries to avoid penalties and ensure recommendations are implemented.
• Conduct root cause analysis of complaints to improve business processes and systems.
• Ensure compliance with the Complaints Framework and effective queue management.
• Produce accurate reports and dashboards for internal stakeholders.
• Stay abreast of legislation and industry changes impacting the role.
• Support business strategy, transformation goals, and corporate responsibility initiatives.

Essential Qualification - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Relevant tertiary qualification in Legal, Risk Management or Business

Preferred Qualification

• Admitted Attorney.

Skills and Competencies
Excellent written and verbal communication skills.

• Strong analytical and problem-solving ability.
• Ability to work under pressure and meet strict deadlines.
• High attention to detail and accuracy.

Minimum Experience Level

• 3–5 years’ experience in complaints management within the Short-Term Insurance Industry. (non-negotiable)
• Strong understanding of regulatory frameworks (FSCA, Ombudsman processes, TCF principles).
• Experience in stakeholder engagement and drafting formal responses to regulatory bodies.
• Familiarity with CMS systems and reporting tools.

Technical / Professional Knowledge

• Dispute resolution practices
• Management information and reporting principles, tools and mechanisms
• Relevant legislative & regulatory knowledge
• Legal knowledge
• Client Service Management
• Communication Strategies
• Financial Accounting Principles
• Performance management
• Governance, risk and controls
• Operations planning