Department Head: Complaints

We are looking for an individual with excellent problem solving and communication skills to join our Complaints team at our Head Office. In this role, you will be responsible for leading the complaints resolution function by supervising the investigation and resolution of customer complaints, ensuring fair, timely, and compliant outcomes while driving continuous improvement across the department.

You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE:

• Leading and supervising the Complaints team to ensure the effective investigation and resolution of customer complaints.

• Reviewing complaints relating to insurance products, funeral services, member rewards, loyalty programmes, loan products, and other AVBOB offerings.

• Ensuring complaints are handled in line with company policies, Treating Customers Fairly (TCF) principles, regulatory requirements, and applicable legislation.

• Reviewing recommendations prepared by Senior Clerks to ensure they are fair, evidence-based, and compliant.

• Managing escalated complaints and monitoring turnaround times to meet service standards.

• Conducting root-cause analyses to identify trends, systemic issues, and opportunities for operational improvement.

• Preparing management reports and providing customer insights to support business decision-making and continuous improvement.

• Recommending enhancements to complaints processes, systems, and controls to improve service delivery and regulatory compliance.

• Coaching, developing, and managing team performance while ensuring adherence to company policies and HR practices.

• Building and maintaining effective relationships with internal stakeholders, Ombudsman offices, legal representatives, and other external parties.

• Grade 12.

• A post-matric qualification (NQF Level 4 or higher) in Insurance, Law, Compliance, Business Administration, Customer Service, Complaints Management, or a related field will be an added advantage.

• 3–6 years' experience in insurance complaints handling or dispute resolution within the life, funeral, or savings insurance environment.

• Proven supervisory or team leadership experience.

• Strong knowledge of TCF, FSCA, FAIS/COFI, Insurance Act, and other relevant regulatory requirements.

• A Regulatory Examination (RE1) qualification will be advantageous.

• Excellent analytical, problem-solving, communication, and report-writing skills.

• Strong leadership, customer service, conflict management, planning, and decision-making abilities.

• Proficiency in Microsoft Office and complaint management systems.