Manager: Complaints Paterson Grade: D-Upper at National Credit Regulator (NCR)

Requirements:

• The successful candidate must hold a legal degree with a minimum of 10 years working experience 5 of which must have been in a management/ supervisory role within a regulatory or similar environment.

Duties:

• The incumbent will be responsible for the following:
• Oversee the Complaints Department.
• Supervise and coordinate the complaints resolution function.
• Participate in the ICT systems implementation project and ensure the key milestones are met as per the project plan.
• Advise Senior Management on high-risk complaints and advise on appropriate remedial action.
• Budget, human resources and asset management.
• Develop, review, monitor and maintain relevant departmental policies and procedures.
• Assess completed investigations of complaints where enforcement action in the form of issuance of compliance notices or referrals to the National Consumer Tribunal is recommended.
• Risk Management
• Contract Management
• Participation in various committees.

Knowledge:

• National Credit Act.
• Complaints resolution processes.
• Understanding of the South African Consumer Credit Market.

Skills:

• Negotiation skills.
• Excellent written & verbal communication skills.
• Relationship management.
• Ability to work under pressure.