Dispute Resolution Technical LeadNedbank Private Wealth • Johannesburg, Gauteng, South Africa

Dispute Resolution Technical Lead

Nedbank Private Wealth • Johannesburg, Gauteng, South Africa

11 days ago

Job description

Job Classification

Job Requisition : 142910
TA Specialist : Refilwe Falatsi
Closing Date : 25 November 2025
Location : 135 Rivonia Campus Sandton
Cluster : Personal and Private Banking Nedbank Insurance Client Experience - Complaints Team
Please Note : Preference will be given to applicants from Underrepresented Groups

About the role

We 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 Purpose

To 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 Responsibilities

Lodge 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 Level

Matric / Grade 12 / National Senior Certificate

Relevant tertiary qualification in Legal Risk Management or Business

Preferred Qualification

Admitted Attorney.

Skills and Competencies

Excellent 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 Level

35 years experience in complaints management within the Short-Term Insurance Industry. (non-negotiable)

Strong understanding of r egulatory 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 Knowledge

Dispute 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 thats integral to the business driving transformation and advocating for both clients and the the Nedbank Insurance Complaints Department we dont just resolve issueswe create opportunities to turn negative experiences into positive ones. If youre 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

Key Skills

Bidding,Access Control System,B2C,Evaluation,Hospital management,Communication

Employment Type : Full Time

Experience : years

Vacancy : 1

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Technical Lead • Johannesburg, Gauteng, South Africa

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