Regulatory Dispute Adjudicator at Absa Group Limited (Absa)

Job Summary

• To plan, manage and monitor the implementation of complaints resolution management activities and processes to deliver on approved operational plans in an effective and efficient manner. 
• Act as Subject Mater Expert in engagements with Group Business Units and Group support functions relating to any matters relating to the National Financial Ombudsman (NFO)

Job Description

Education and qualifications:

• Bachelor`s Degrees and Advanced Diplomas - Within fields of Law (B.Proc/LLB) Business, Commerce and/or Management Studies
• Minimum 5 years’ experience in a similar role managing and engaging with Ombudsman and/or regulators.

Complaints resolution:

• Ensure queries, disputes and complaints resolution are resolved according to acceptable standards and according to the appropriate business processes, rules, policies and procedures

Effective stakeholder management:

• Ensure that expectations of complainants are managed through adequate feedback on the progress into the investigation and resolution of a complaint.

Finalization of complaints:

• Finalise all complaints allocated by complying with all requirements prescribed by any Complaints Process or Policy applicable from time to time.
• To comply with the Ombudsman’s/Regulator’s response times/periods.
• To respond before the due date, if it is not possible, to send the response by the due date, and to ensure that any extension is requested before the due date.
• To receive zero follow-ups from the Ombudsman/Regulator (reminders that the due date has passed).
• Effectively assist buddy to respond timeously where necessary (when buddy on leave).

Fairness:

• To resolve all cases in a fair and reasonable manner between the customer and the Bank.
• If necessary, deal with fairness in the responses provided to the Ombudsman/Regulator.
• Actively consider TCF principles in all cases.
• No awards in respect of more than 1% of the total case load received.

Investigations

• To fully investigate all aspects of the complaint received from the onset, whether raised in the complaint or not. Anticipate, investigate and respond to potential future issues that may be raised. 
• To draft the responses in a professional and comprehensive manner using more informal and understating tone for Referral responses and more formal and professional response to Ombud. Place focus on correct style, language and grammar.

NFO Referrals

• To actively resolve referrals directly with customers.
• To not have escalations to formal on more than 50% of referral complaints allocated.
• Respond to Referral complaints within 15 days. Resolve referral complaints within 20 days.

Risk management:

• Understand my role in the business end to end processes, including applicable risks and controls and how this improves the service we provide to our customers
• Adhere to Absa frameworks, policies and procedures applicable to my role, demonstrating sound judgement and responsible risk management, and when required highlight breaches and request dispensations & waivers on a timely basis
• Report all risk events/incidents/issues immediately upon discovery and escalate significant events/incidents/issues using the defined process for my business area
• Help to understand why risk events/incidents/issues happened and identify how to prevent them in future - focusing on fixing root causes and taking ownership of identified actions
• Contribute to maintaining a Satisfactory rating on the MCA.
• Proactively identify ways to improve the control environment by considering what could go wrong in the processes I operate and how errors could be prevented - focusing on fixing root causes and taking ownership of identified actions
• Complete all mandatory training prior to deadline.

Education

• Bachelor Honours Degree: Law, Military Science and Security (Required)