Key Responsibilities:

Complaint Management & Resolution

• Oversee formal complaints related to data privacy, FAIS Code of Conduct, PPR, and data breaches, logging and tracking them in the complaints management system.
• Conduct detailed investigations for each complaint, gathering information from relevant teams to provide clear, compliant, and fair resolutions.
• Draft, review, and issue compliant communications to complainants, ensuring timely updates on progress and final resolutions in line with FAIS and PPR requirements.

Regulatory Compliance & Reporting

• Ensure that all complaints are managed according to POPIA, FAIS General Code of Conduct, and PPR frameworks, emphasising fairness, transparency, and client-focused resolutions.
• Compile monthly and ad hoc compliance reports for internal stakeholders on complaints, data breaches, outcomes, and identified trends or issues.
• Maintain detailed, compliant records for all complaints, breaches, and privacy incidents to support regulatory audits and meet retention requirements.

Data Breach Response & Mitigation

• Collaborate with IT and security teams on data breach response activities, including incident investigation, impact assessments, and client communication.
• Develop and implement data breach response protocols, ensuring compliance with POPIA and FAIS guidelines on breach notifications and handling.
• Conduct trend analysis on data breaches, recommending preventive measures to strengthen data security and reduce repeat incidents.

Stakeholder Collaboration & Escalation

• Work with legal, IT, risk, and operational teams to resolve complaints within SLA and according to regulatory frameworks, including escalations for complex cases.
• Engage with the complaints committee and Information Officer as needed for guidance on complex cases, ensuring compliance across FAIS and PPR standards.
• Build and maintain relationships with key stakeholders, including the Information Regulator and Ombuds, ensuring transparency and regulatory alignment.

Process Improvement & Compliance Training

• Analyse trends in complaints to identify root causes and recommend improvements for policies, processes, and training.
• Collaborate in the development and updating of policies, procedures, and client communication materials to align with FAIS, PPR, and POPIA requirements.
• Provide training to employees on complaints handling, data privacy, FAIS, and PPR compliance to promote a culture of transparency and regulatory adherence.

Client Service & Fair Treatment

• Uphold TCF (Treating Customers Fairly) principles in all complaint resolutions, ensuring fair, transparent, and compliant outcomes for clients.
• Communicate effectively with complainants to understand their concerns and provide tailored solutions that comply with FAIS and PPR.
• Ensure all notifications, follow-ups, and resolutions are provided in a manner that meets regulatory timelines and promotes client trust.

Requirements

Desired Skills & Experience:

Education:

• Matric (Essential)
• Relevant Degree or Diploma in Law, Compliance, or Financial Services (Advantageous)
• Certification in Compliance, Data Privacy, or FAIS Regulatory Examination (RE5) (Preferred).

Experience:

• 3–5 years in complaints handling, compliance, or data privacy within a regulated environment, preferably in short-term insurance or financial services.
• Strong understanding of FAIS, PPR, POPIA, and complaints management practices in line with regulatory standards.