Job Description

Purpose of the Role:The Compliance Complaints Officer will handle, investigate, and resolve formal complaints related to data privacy (POPIA), FAIS General Code of Conduct, PPR (Policyholder Protection Rules), and data breaches, ensuring all processes are aligned with regulatory frameworks and standards from the respective Regulators. This role includes managing complaint investigations, performing trend analysis, and working with internal teams to implement compliance improvements across data protection and regulatory requirements.Key Responsibilities:1.Complaint Management & Resolution

• Oversee formal complaints related to data privacy, FAIS Code of Conduct, PPR, and data breaches, logging and tracking them in the complaints management system.
• Conduct detailed investigations for each complaint, gathering information from relevant teams to provide clear, compliant, and fair resolutions.
• Draft, review, and issue compliant communications to complainants, ensuring timely updates on progress and final resolutions in line with FAIS and PPR requirements.

2.Regulatory Compliance & Reporting

• Ensure that all complaints are managed according to POPIA, FAIS General Code of Conduct, and PPR frameworks, emphasising fairness, transparency, and client-focused resolutions.
• Compile monthly and ad hoc compliance reports for internal stakeholders on complaints, data breaches, outcomes, and identified trends or issues.
• Maintain detailed, compliant records for all complaints, breaches, and privacy incidents to support regulatory audits and meet retention requirements.

3.Data Breach Response & Mitigation

• Collaborate with IT and security teams on data breach response activities, including incident investigation, impact assessments, and client communication.
• Develop and implement data breach response protocols, ensuring compliance with POPIA and FAIS guidelines on breach notifications and handling.
• Conduct trend analysis on data breaches, recommending preventive measures to strengthen data security and reduce repeat incidents.

4.Stakeholder Collaboration & Escalation

• Work with legal, IT, risk, and operational teams to resolve complaints within SLA and according to regulatory frameworks, including escalations for complex cases.
• Engage with the complaints committee and Information Officer as needed for guidance on complex cases, ensuring compliance across FAIS and PPR standards.
• Build and maintain relationships with key stakeholders, including the Information Regulator and Ombuds, ensuring transparency and regulatory alignment.

5.Process Improvement & Compliance Training

• Analyse trends in complaints to identify root causes and recommend improvements for policies, processes, and training.
• Collaborate in the development and updating of policies, procedures, and client communication materials to align with FAIS, PPR, and POPIA requirements.
• Provide training to employees on complaints handling, data privacy, FAIS, and PPR compliance to promote a culture of transparency and regulatory adherence.

6.Client Service & Fair Treatment

• Uphold TCF (Treating Customers Fairly) principles in all complaint resolutions, ensuring fair, transparent, and compliant outcomes for clients.
• Communicate effectively with complainants to understand their concerns and provide tailored solutions that comply with FAIS and PPR.
• Ensure all notifications, follow-ups, and resolutions are provided in a manner that meets regulatory timelines and promotes client trust.

Desired Skills & Experience:Education:

• Matric (Essential)
• Relevant Degree or Diploma in Law, Compliance, or Financial Services (Advantageous)
• Certification in Compliance, Data Privacy, or FAIS Regulatory Examination (RE5) (Preferred).

Experience:

• 3-5 years in complaints handling, compliance, or data privacy within a regulated environment, preferably in short-term insurance or financial services.
• Strong understanding of FAIS, PPR, POPIA, and complaints management practices in line with regulatory standards.

Skills & Competencies:

• Thorough knowledge of FAIS Code of Conduct, PPR, POPIA, and data protection best practices.
• Excellent analytical, communication, and interpersonal skills with a client-focused approach.
• High attention to detail and proficiency in using complaints management and reporting systems

Inherent Requirements of the role:

• The role will be based in the Cape Town offices, where the Compliance Department is based.
• The role will require travel to Johannesburg (Ad hoc basis) from time to time based on the business requirements.

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