Job Description<\/p>\n
\tThe Financial Advisory and Intermediary Services Centre of Excellence (FAIS COE) is an independent compliance function that provides compliance oversight and advice to Discovery FSPs, key individual and representatives. The purpose of this role is to ensure adherence to regulatory requirements and internal policies related to the effective handling of FAIS client complaints and the fair and legally sound execution of debarment processes within the Financial Services Providers (FSPs).\u00a0
\n\tThis role involves investigating complaints, managing the debarment lifecycle, providing guidance and support and maintaining accurate records to mitigate regulatory and reputational risk. The Complaints team is also responsible for all FAIS related complaints and responses to complaints from the Regulator, Tribunal and complainants.
\n\tThis role description outlines the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties and skills required. The company reserves the right to modify the content of this role description at any time.\u00a0<\/p>\n
Areas of responsibility\u00a0<\/p>\n
The successful candidate will be required, primarily, but not limited to:<\/p>\n
General<\/p>\n
\tEnsure the implementation of the Complaints Management Framework within the Discovery FSPs
\n\tReview all relevant documents such as policies, SOPs, training material, infographics, etc.
\n\tFacilitate the implementation process of the Debarment Policy within the Discovery FSPs
\n\tReceive, log and acknowledge FAIS-related complaints through established channels
\n\tConduct thorough and impartial investigations into complaints or recommendations for debarments, gathering relevant information from internal stakeholders or clients
\n\tAnalyse complaint and debarment details to identify root causes, potential regulatory breaches, and areas for process improvement
\n\tPrepare comprehensive investigation reports with findings, conclusions and recommended solutions
\n\tEnsure timely and appropriate communication with complainants or stakeholders throughout the investigation process
\n\tFacilitate fair and effective resolution of upheld complaints, ensuring adherence to internal policies and regulatory timelines
\n\tCompile the document packs for complaints or debarments as required
\n\tFacilitate the debarment forum and compile the debarment packs or other documentation as required.
\n\tReview the FAIS hearings and Debarments process and enhance efficient way of work where applicable
\n\tEnsure that all relevant documents for the Tribunal Cases are prepared and timeously submitted
\n\tDraft responses to regulator and\/or FSCA
\n\tProvide data and information on complaints and debarments for the FAIS reports as required
\n\tProviding guidance into business processes, procedures and systems
\n\tKeep abreast of regulatory developments and changes in the financial services industry, with particular focus on FAIS and all subordinated legislation
\n\tEngage the relevant stakeholders in all complaints and debarments.
\n\tEnsure that all registers are populated timeously with the relevant data
\n\tMaintain accurate and up-to-date records of all complaints, investigation activities and resolutions
\n\tIdentify and escalate systemic issues or trends arising from complaints and debarments to relevant stakeholders
\n\tManaging stakeholder relationships (internal and external).
\n\tLiaise effectively with internal stakeholders, including business units and legal, to facilitate complaint investigations and debarment processes
\n\tBuild and maintain positive working relationships with the Forensic department and all other stakeholders
\n\tAct as a point of contact for the FSCA and other external stakeholders regarding complaints and debarment matters
\n\tDraft reports for distribution to Exco, business units and Committees on complaints, debarments and trends identified
\n\tDebarments, Complaints and Tribunal matters
\n\tManage the debarment and complaints mailboxes (check mails daily, save to the relevant folder and update the register and Sharepoint)
\n\tManage the end-to-end debarment process in accordance with the FAIS Act and internal debarment policy and SOP
\n\tGather and review information relevant to potential debarment cases, ensuring thoroughness and accuracy
\n\tDraft all necessary documents for the Debarment (such as Notice of Intention to Debar, outlining the grounds for debarment and providing the representative with an opportunity to respond, FAIS hearing process, Tribunal cases and complaints
\n\tPrepare comprehensive debarment packs for presentation to the Debarment Forum or relevant decision-making committee.
\n\tEnsure adherence to procedural fairness throughout the debarment process
\n\tMaintain proper record of all debarment proceedings and outcomes.
\n\tEnsure timely notification of debarment to the FSCA and relevant internal stakeholders
\n\tEnsure the registers are up to date and tracked as a live document.
\n\tReview reports from business units and\/or forensic reports and provide recommendations to business
\n\tConduct FAIS Hearings, Debarments and Debarment Forum (follow process)
\n\tProvide guidance and support on complaints and debarment process
\n\tReporting and Analysis
\n\tPrepare regular reports on complaint trends, debarment statistics and key risk indicators
\n\tAnalyse complaint and debarment data to identify areas for improvement in processes, training and overall compliance
\n\tAd hoc requests
\n\tAssist with any ad hoc requests from Management<\/p>\n
Education and Experience<\/p>\n
\t3-5 years\u2019 knowledge and experience in complaints handling and debarments;
\n\t3-5 years\u2019 experience working for a financial service provider in the application of the FAIS Act as well as thorough understanding of the legislation; and
\n\tFamiliarity with regulatory reporting requirements
\n\tRelevant tertiary education (eg., Law, Compliance, Risk Management)
\n\tPost-graduate qualification in Compliance Management, RE1, RE5, etc. (advantageous)
\n\tMember of CISA, Registered Compliance officer with the FSCA (advantageous)<\/p>\n
Skills and Personal Attributes<\/p>\n
\tDetailed knowledge of FAIS related legislation and regulations to be able to interpret and apply legislation
\n\tStrong analytical and problem-solving skills
\n\tAbility to make rational judgements from the available information and analysis and provide considered and consistent advice
\n\tStrong written and verbal communication skills, including report writing and presentation abilities
\n\tAbility to work as a team, understand the impact of decisions and be confident enough to raise concerns within the team and to senior management
\n\tStrong research ability and high level of attention to detail and accuracy
\n\tAbility to work independently and as part of a team
\n\tStrong ethical principles and a commitment to fairness and impartiality
\n\tAbility to work well under pressure
\n\tEfficient time management skills, including quick turnaround time on quality work
\n\tProficiency in relevant software and systems (e.g. MS Office Suite, complaints management system)
\n\t\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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