Compliance Officer
About Discovery
Discoverys core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
Key Purpose of the role
The success of Discovery is made possible by our great people. Retail Distribution strives to be the most successful, innovative, trusted and respected Distribution channel in the financial services sector. The Complaints Resolution Officer in Retail Distribution is responsible for Client Complaints against representatives of Discovery Life. This role is also responsible for managing the Retail Distribution Complaints Framework and reporting of complaints. The Complaints Resolution Officer executes the sequence of activities necessary to complete the projects and objectives for Retail Distribution and has accountability for Client complaints.
Key Responsibilities
- Assist management to define, set and manage complaints framework, processes and standards specific to the function;
- Regulatory change management;
- Training and awareness, in conjunction with the training team;
- Assist management with identification and evaluation of exposures/trends and regulatory breaches;
- Keep complaints registers up to date;
- Central point of communication between clients, management, product houses and compliance regarding complaints;
- Assist with reporting, requests and queries;
- Assist business with complaint queries and guidance;
- Ensure that team annual objectives are met;
- Monitor the efficiency and consistency of controls and measures;
- Monitor the efficiency and consistency of oversight arrangements;
- Categorisation and analysis of complaints
- Monitoring of complaints
- Complaints reporting.
- Audit and Reviews on POPI.
- Conduct Risk Manaagement in terms of POPI.
- Maintain the list of Information Officers in Discovery Distribution.
- Have an appropriate mix of:
- experience, knowledge, skill in complaints handling, fair treatment of customers
- the subject matter of complaints concerned and relevant legal and regulatory matters
- Not be subject to a conflict of interests
- Be able to make impartial decisions or recommendations
- Understand the process flow of the entity and its departments;
- Understands business models and risk;
- Writes in a well- structured and logical way;
- Ability to write and review standard operating procedures;
- Ability to investigate and assess merits of complaints and draft detailed, comprehensive responses;
- Strong listening, organisational and communication skills;
- Work independently and as part of a team when required;
- Support management in achievement of team objectives as well as Retail Distributions objectives;
- Efficient time management skills, including quick turnaround time on work and adherence to deadlines;
- Attention to detail;
- Focus on implementation and aligning the law to a business model;
- Able to work under pressure;
- Legislative Knowledge and interpretation;
- The ability to think in an Analytical and Conceptual manner.
- Completed LLB degree (admitted attorney advantageous)
- Post-graduate qualification in compliance management (advantageous)
- At least three to five years complaints handling experience within the financial services industry with focus on TCF and FAIS.
- Understanding of the financial services and insurance industry essential.
- RE5 is essential
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
