Dispute Resolution Technical Lead

Job ClassificationJob Requisition: 142910TA Specialist: Refilwe FalatsiClosing Date: 25 November 2025Location: 135 Rivonia Campus, SandtonCluster: Personal and Private Banking | Nedbank Insurance | Client Experience - Complaints TeamPlease Note: Preference will be given to applicants from Underrepresented GroupsAbout The RoleWe are looking for a dynamic Dispute Resolution Technical Lead to manage regulatory complaints end-to-end and act as the voice of the customer. This role requires strong stakeholder engagement, attention to detail, and a commitment to Treating Customers Fairly (TCF) principles, must be a liaison between business and the Ombudsman.Job PurposeTo provide senior representation for Nedbank Insurance by liaising with the various ombudsman offices and regulatory bodies. Proactively advising and acting in terms of alternative dispute resolution practices, legal issues and risk management for internal stakeholders.Job ResponsibilitiesLodge and record all regulatory complaints on the CMS system.Investigate and resolve complaints within agreed SLA timelines.Draft and communicate complaint responses to clients, intermediaries, Ombudsman, FSCA, attorneys, and other stakeholders.Build and maintain effective internal and external relationships through workshops, forums, and updates on regulatory changes.Respond promptly to Ombudsman queries to avoid penalties and ensure recommendations are implemented.Conduct root cause analysis of complaints to improve business processes and systems.Ensure compliance with the Complaints Framework and effective queue management.Produce accurate reports and dashboards for internal stakeholders.Stay abreast of legislation and industry changes impacting the role.Support business strategy, transformation goals, and corporate responsibility initiatives.Essential Qualification - NQF LevelMatric / Grade 12 / National Senior CertificateRelevant tertiary qualification in Legal, Risk Management or BusinessPreferred QualificationAdmitted Attorney.Skills and CompetenciesExcellent written and verbal communication skills.Strong analytical and problem-solving ability.Ability to work under pressure and meet strict deadlines.High attention to detail and accuracy.Minimum Experience Level3–5 years’ experience in complaints management within the Short-Term Insurance Industry. (non-negotiable)Strong understanding of regulatory frameworks (FSCA, Ombudsman processes, TCF principles).Experience in stakeholder engagement and drafting formal responses to regulatory bodies. Familiarity with CMS systems and reporting tools.Technical / Professional KnowledgeDispute resolution practices Management information and reporting principles, tools and mechanisms Relevant legislative & regulatory knowledge Legal knowledge Client Service Management Communication Strategies Financial Accounting Principles Performance management Governance, risk and controls Operations planning Why Join Us?Turn Challenges into Change - Be the Voice of the Customer!Join a team that’s integral to the business, driving transformation and advocating for both clients and the organization. In the Nedbank Insurance Complaints Department, we don’t just resolve issues—we create opportunities to turn negative experiences into positive ones. If you’re passionate about client experience and making a real impact, this is the place to be.Be part of a team that values customer-centricity and compliance excellence. Get an opportunity to influence business processes and add real value. Be in a colloborative and supportive work environment.Please contact the Nedbank Recruiting Team at +27 860 555 566