Senior Adjudicator at FAIS Ombud SA

Key Performance Areas:

• Lead and oversee the investigation, adjudication and resolution of complaints, ensuring compliance with the FAIS ACT, regulatory requirements and service delivery standards.
• Provide technical and legal oversight of complaints by reviewing, approving, and quality-assuring case outcomes by adjudicators and junior adjudicators.
• Review, reassess, and rework matters returned by the Tribunal, including further investigation and analysis where required.
• Drive operational excellence by monitoring case performance, service standards, the case management system (CRM), reporting, and continuous process improvement initiatives.
• Ensure effective governance, risk management, and compliance by implementing controls, managing departmental risks, and maintaining adherence to policies and procedures.
• Lead, coach, and develop high-performing teams through performance management, skills development, mentorship, knowledge transfer, and succession planning. 
• Build and maintain productive relationships with industry stakeholders through engagement, mediation, presentations, and representation of the Office at internal and external forums.
• Contribute to organisational knowledge, industry guidance and thought leadership through training, publications, and market conduct insights.
• Various other duties as may be determined by the Manager: Dispute Resolution and the Ombud.

Other Key Competencies:

The applicant must demonstrate the following skills and attributes:

• excellent drafting skills, strong communication and leadership skills, active listening, critical thinking, analytical thinking, and attention to detail. proficiency in using MS Office, good communication skills (technical and non-technical), output driven, good interpersonal skills, diligent, a self-starter, energetic, and a team player,
• ability to communicate in two or more official languages, ability to extract the essence of a complaint where the real complaint is clouded by irrelevant details. Ability to conduct a thorough assessment of complaints in line with prescribed transcripts and make a sound legal argument to reach a conclusion. The ability to establish priorities and manage several tasks.

Requirements
Requirements:

• Matric certificate or equivalent.
• BCom or LLB Degree.
• PGDip in Financial Planning Qualification and CFP designation will both be an added advantage
• Admission as an Attorney will be an added advantage.
• A minimum of 8 years of industry-related experience working with dispute resolutions, appeals, and liaising with the Tribunal.
• 3 years of people management experience.
• Solid legal drafting experience.
• Sound understanding of the legal environment in which the FAIS Ombud’s Office operates.
• Technical and practical knowledge of financial advisory, FAIS regulatory compliance, the pension funds industry, insurance, and market conduct/TCF regulation.
• An understanding of financial services legislation - FAIS Act, FSR Act, PFA, LTIA, TCF, PPR, ITA, Insurance Act
• Strong Background in Short and Long-Term Insurance, Financial Planning, Dispute Resolution
• Market Conduct, FAIS Regulatory Compliance, Pension Funds
• Understanding of general and technical financial product knowledge
• Exceptional Communication and Interpersonal Skills
• Strong Time Management, planning and presentation skills
• Solid negotiation and stakeholder management skills.
• Ability to prioritise and handle multiple tasks within strict timeframes.
• Analytical thinking.
• Ability to engage with team members at various levels within the organisation.
• Excellent customer service skills.
• Ability to solve problems, design, and execute projects.
• Ability to maintain a high level of confidentiality.
• Strategic Leadership
• Personal drive and integrity.