Senior Case Manager

SUMMARY:
Drive the resolution of complaints within a target driven environment on complaints received by the public against financial service providers and provide solutions to ensure that the organisation remains efficient and effectively continues to deliver on its mandate and the goals applicable to the Department.

POSITION INFO:

Purpose:
Drive the resolution of complaints within a target driven environment on complaints received by the public against financial service providers and provide solutions to ensure that the organisation remains efficient and effectively continues to deliver on its mandate and the goals applicable to the Department.

Minimum Requirements:

• The candidate must be an admitted attorney with LLB Qualifications
• A Post Graduate Diploma in Financial Planning would be an advantage;
• At least 5 years'' experience in the Financial Services Industry or in complaints resolution with an understanding of the financial planning process;
• A minimum of 5 years management experience in a high-performance environment;
• An understanding and appreciation of the legal environment in which the Ombud''s Office operate and a thorough understanding of the respective Acts and the subordinate legislation;
• Well-developed IT skills and Knowledge of the Microsoft CRM programme (or similar) would be an advantage

Duties:

• Has an understanding and appreciation of the legal environment in which the FAIS Act and financial services industry;
• Is committed to achieving predetermined performance objectives and work within a highperformance team;
• Provide effective strategies for the improvement of the complaints handling process in terms of the Act;
• Prioritise escalated complaints and ensure all complex and escalated complaints are resolved and closed off in a timely manner;
• Mediate and conciliate highly complex matters and where necessary provide guidance to Case Management Department
• Manage and oversee the work of the Case Managers in accordance with the Strategic Outcomes and predetermined goals and objectives;
• Provide training and development within the Case Management Department to improve skills and understanding;
• Identify concerns surrounding the conduct of FSPs
• Has the ability to mediate/conciliate complaints received from consumers of financial services;
• Ability to break down raw information and undefined problems into specific workable components, that in turn identify the issues at hand;
• Has an appreciation for public service and alternative dispute resolution;
• Thorough when performing work and conscientious about attending to detail;
• Can demonstrate an aptitude for customer service and conflict management, as well as work with internal customers to assess needs, provide assistance, resolve problems and satisfy expectations;
• Can conduct legal research;
• Ability to work cooperatively with and support all colleagues, clients and stakeholders, and capitalising on their strengths to achieve organisational goals;
• Show emotional intelligence and the ability to maintain a sense of professionalism and emotional restrain when provoked, faced with hostility from others, or when working under conditions of extreme stress;
• Understands and shows appreciation for confidentiality that such a position would require;

Only shortlisted candidates will be contacted. Should you not hear from us within two (2) months after the closing date, please consider your application unsuccessful.

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