Supervisor: Complaints at National Credit Regulator (NCR)

Requirements:

• The successful candidate must hold a degree in legal, compliance or equivalent qualification.
• 5 years’ experience in a regulatory or legal environment, with two (2) years’ experience in a supervisory role.
• Experience in complaints or dispute resolution process.
• Experience in debt counselling processes will be an added advantage.

Duties:

• Supervision of the operational functions of the Complaints Department.
• Provide leadership and guidance to the team to resolve complaints in line with internal policies and procedures.
• Implementation of the operational plan of the department
• Development and implementation of departmental policies and procedures
• Review complaints files recommended for closure by the team.
• Effectively handle all complex complaints / enquiries referred by NCR’s management.
• Ensure effective implementation of the complaints management systems.
• Risk management, Performance Monitoring and Reporting.
• Monitoring of trends in the credit industry and providing recommendations on interventions to be undertaken by the department.
• Stakeholder engagements.
• Providing continuous support and training to staff and stakeholders on matters relating to complaints resolution and the NCA.

Closing Date: 13 July 2026