Lead Adjudicator

The Office of the Ombudsman of Financial Services (OFS) was established following the appointment of the Ombudsman in terms of Section 74 (1) of the Financial Services Regulatory Authority Act, 2010 with the legislative mandate to enable certain disputes in the financial services industry to be resolved quickly and with minimum formality.

We invite applications from suitably qualified and experienced candidates for the position of Lead Adjudicator. The incumbent will be responsible for operational oversight of the dispute resolution process and monitoring workflow across all functions of the office of the Ombudsman.

Key Responsibilities

• Supervise and instruct the operational team to achieve targets and performance standards
• Implement strategic objectives and translate key areas into operational plans for the office
• Facilitate mediation of disputes between parties and achieve settlement
• Prepare draft determinations ensuring strict confidence is observed during preparation and circulation stage
• Develop, implement and maintain policies, standards and systems for the office
• Provide support to the team on complaints handling rules, financial service laws and relevant legislation to internal and external stakeholders
• Coordinate, collect and submit monthly reports to the Ombudsman timeously
• Build and maintain relationships with key stakeholders
• Provide support to the Ombudsman

Required qualifications and experience

• LLB Degree
• A minimum of 4 years experience in complaints handling, resolution and investigation comprising team supervisory responsibilities as well as strategy development and execution. 
• A good understanding of the financial services industry and regulatory framework

Key competencies

• Operations management and leadership skills
• Interpersonal and communication skills
• Interpret and apply the law
• High standards of quality and customer service
• Strong ability to analyse facts
• Ability to work effectively in a fast-paced environment