Are you a law graduate/ legal professional looking for job opportunities as an Internal Arbitrator? This opportunity might be of interest to you!
About:
Old Mutual Limited is a premium pan-African financial services group that offers a broad spectrum of financial solutions to retail and corporate customers across key markets in 14 countries. They have been helping their customers achieve their lifetime financial goals for over 170 years by investing their funds in ways that create positive futures for them, their families, their communities and broader society.
In this way, they significantly contribute to improving the lives of their customers and their communities while ensuring a sustainable future for their business.
Role:
Internal Arbitrator
Qualifications:
- LLB Degree at a minimum
- A Masters or higher degree and CFP is advantageous.
- 10+ years’ experience in :
- Advice and insurance products
- Complaints management/ handling.
- Insurance, Pension and Investment law
- Relevant experience in managing and leading teams.
- Strong interpersonal and client relationship skills.
- Strong communication skills (both verbal and written).
- Ability to implement controls, in order to reduce risk to the business.
Skills
Accountability, Coaching, Continual Improvement Process, Customer Experience (CX), People Management, Performance Management (PM), Service Excellence
Job Description:
This role is responsible for facilitation, adjudication and mediation in the settling of disputes or claims. The incumbent will also be responsible for internal arbitration reporting and trending on a monthly and quarterly basis, as well as having to script a yearly Internal Arbitration report.
The incumbent makes recommendations for the resolution of unresolved customer complaints, after considering the complaint, the insurer’s response thereto, the provisions of the contract, the record of advice, the relevant law and fairness.
Technical KRAs
- Responsible for analysis of complex complaint cases with technical detail and providing a clear and concise opinion/ recommendations.
- Facilitates and mediates in the settling of disputes/ complaints.
- Provides objective and impartial adjudication on complaints.
- Assesses environment, identifies trends and patterns, and makes recommendations to the business.
- Ensuring a customer centric, timeous, and fair resolution of complaints that have been escalated to the regulatory bodies.
- Build and maintain a professional relationship with external Ombudsman offices, that allows Old Mutual to be seen as industry thought leaders.
- Identification of key trends regarding regulatory complaints and sharing insights across the organisation.
- Ensuring that the Internal Arbitration team provides coaching and guidance that supports the complaints team in driving fair outcomes to customer complaints.
- Provide legal and technical expertise to Customer Team (which includes the Market Conduct function).
- Networks with industry bodies.
Stakeholder management
- Drive a high-energy, participative culture committed to service excellence and continuous improvement.
- Collaborates across the entire value chain business to exploit efficiencies and to ensure a positive customer experience across customer segments.
- Utilises management information to ensure an effective feedback loop and drive continuous improvement on customer interactions.
- Work with multiple stakeholders across the organisation, to integrate process to deliver strategic change.
Generic KRAs
Management Effectiveness
- Manages service delivery through a team of managers, over periods of 3 months to 1 year.
- Manages and develops Assistant Internal Arbitrators under supervision.
- Drives operational excellence through area of supervision.
- Holds line managers accountable for managerial work, including selection, performance management and talent management.
Governance and compliance
- Accountable for governance of change to the internal environment.
- Establishes and nurtures strategic relationships with key stakeholders, most specifically the Ombud for Long Term Insurance (OLTI), FAIS Ombud and the Pension Fund Adjudicator; networking across internal and external boundaries.
- Networks with industry bodies.
Vendor and contract management
- Manages service level agreements with Regulatory Bodies and customers.
How to Apply:
Interested candidates can Apply here (click here)
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