Ombud For Financial Services Providers (Fais Ombud) Vacancies

In brief

**Overview** This permanent Senior Adjudicator position is with the Ombud for Financial Services Providers (FAIS Ombud), located in Pretoria. The role is within the Case Management Department and is in the Legal industry. The primary purpose of this position is to oversee dedicated Case Management activities, ensuring fair processes are followed in line with the Complaints Procedure Manual for effective dispute resolution and Case Management, including the drafting of determinations. The role also involves providing technical support and resources to graduates, Junior Adjudicators, and Adjudicators to successfully handle complaints. One position is available, with a market-related salary. The job reference number is REC26-09. **What you will do** Key responsibilities for this role include: * Leading and overseeing the investigation, adjudication, and resolution of complaints, ensuring compliance with the FAIS ACT, regulatory requirements, and service delivery standards. * Providing technical and legal oversight of complaints by reviewing, approving, and quality-assuring case outcomes produced by adjudicators and junior adjudicators. * Reviewing, reassessing, and reworking matters returned by the Tribunal, including conducting further investigation and analysis where required. * Driving operational excellence through monitoring case performance, service standards, the case management system (CRM), reporting, and continuous process improvement initiatives. * Ensuring effective governance, risk management, and compliance by implementing controls, managing departmental risks, and maintaining adherence to policies and procedures. * Leading, coaching, and developing high-performing teams through performance management, skills development, mentorship, knowledge transfer, and succession planning. * Building and maintaining productive relationships with industry stakeholders through engagement, mediation, presentations, and representation of the Office at internal and external forums. * Contributing to organisational knowledge, industry guidance, and thought leadership through training, publications, and market conduct insights. * Performing various other duties as may be determined by the Manager: Dispute Resolution and the Ombud. **Requirements (from the original advert)** * Matric certificate or equivalent. * BCom or LLB Degree. * PGDip in Financial Planning Qualification and CFP designation (both an added advantage). * Admission as an Attorney (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. **Who should apply** The ideal candidate for this role is an experienced professional with a strong legal and financial services background, capable of leading and overseeing complex complaint resolution processes. They should possess excellent drafting, communication, and leadership skills, with a keen ability to provide technical and legal oversight to junior staff. The candidate must be output-driven, diligent, a self-starter, energetic, and a team player. They should demonstrate critical and analytical thinking, attention to detail, proficiency in MS Office, and the ability to communicate in two or more official languages. Essential attributes include the capacity to extract the essence of a complaint, conduct thorough assessments, make sound legal arguments, establish priorities, and manage multiple tasks effectively. Experience in people management, stakeholder engagement, and contributing to organisational knowledge is also highly valued. **Deadline** Not specified **Reference** Original posting: https://www.govpage.co.za/vacancies/ombud-for-financial-services-providers-fais-ombud-vacancies-8 Source: govpage

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At a glance

• At least 3 years of experience.

• Microsoft Office
• Customer service

Extracted automatically from the advert; confirm requirements on the original listing.

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