Manager - Complaints And Query Resolutions Business Centre Department at FSCA South Africa

Purpose of the Job: 

• To provide and manage the activities of the Business Centre Complaints and Queries team, which include but not limited to the following: handling of complaints from multiple sources, redirecting of complaints to external regulatory authorities and internal FSCA divisions in accordance with relevant protocols and management of the debarment register. The person appointed to this position will report to the Departmental Head.

Key Performance Areas:

•  Oversee and manage the complaints and query resolution unit within the Business Centre;
•  Assist with the development, implementation and maintenance of the appropriate internal policies; 
•  Implement and over the implementation of the Complaints and Queries Framework;
•  Engage with internal and external stakeholders with regards to the activities of the Unit;  
•  Manage the human resources of the team effectively and efficiently (train, monitor, lead, development and maintenance of performance standards for the team);
•  Assist in managing the department’s business plan and budget in line with FSCA guidelines;
•  Attend to administrative and managerial responsibilities of the department as directed by the Departmental Head;
•  Manage the processes of referral of matters that do not fall within the scope of the FSCA to external stakeholders; 
•  Prepare monthly trend analyses reports on matters handled by the Unit;
•  Manage, monitor and update the register of debarred representatives; and
•  Engage with key internal and external stakeholders to facilitate the closure of various matters and ensure adherence to service level agreements.

Requirements

• A Bachelor’s Degree in law or Commerce. The candidate must have proven relevant and practical experience of at least 5 years within a financial services industry. A good understanding of the overall mandate of the FSCA and the various financial sector laws is required.