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.

Other Key Competencies:

• The candidate must demonstrate the following skills and attributes: A high level of judgement, confidence and decisive approach, effective communication skills, show a high level of judgement, the ability to analyse problems, the ability to gather information, problem solving and the ability to work under pressure, be able to interact effectively with senior staff, industry partners and stakeholders, and organise, lead and motivate a team in order to meet individual and work group goals, ability to work effectively under pressure whilst upholding an emphasis on quality.
• FSCA is committed towards increasing the representation of marginalised groups in line with its Employment Equity Plan. Persons with disabilities are encouraged to apply.
• Please note that correspondence and communication will only be conducted with short listed candidates and that the FSCA reserves the right not to appoint if a suitable candidate is not identified.

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.