Senior Adjudicator (Readvert)

The Office of the Ombud for Financial Services Providers (FAIS Ombud) was established in terms of the Financial Advisory and Intermediary Services Act, 37 of 2002 (the FAIS Act). Its objective is to consider and dispose of complaints in a procedurally fair, informal, economical, and expeditious manner, and by reference to what is equitable in all circumstances. The FAIS Ombud offices are in the east of Pretoria in Gauteng.

Job Purpose

To oversee dedicated Case Management activities through ensuring fair processes are followed in line with the Complaints Procedure Manual for effective dispute resolution and Case Management, including the drafting of determinations. To provide graduates, Junior Adjudicators, and Adjudicators with technical support and resources to successfully handle complaints.

Key Performance Areas:

•  Lead and oversee the investigation, adjudication and resolution of complaints, ensuring compliance with the FAIS ACT, regulatory requirements and service delivery standards.
• Provide technical and legal oversight of complaints by reviewing, approving, and quality-assuring case outcomes by adjudicators and junior adjudicators.
• Review, reassess, and rework matters returned by the Tribunal, including further investigation and analysis where required.
• Drive operational excellence by monitoring case performance, service standards, the case management system (CRM), reporting, and continuous process improvement initiatives.
• Ensure effective governance, risk management, and compliance by implementing controls, managing departmental risks, and maintaining adherence to policies and procedures.
• Lead, coach, and develop high-performing teams through performance management, skills development, mentorship, knowledge transfer, and succession planning. 
• Build and maintain productive relationships with industry stakeholders through engagement, mediation, presentations, and representation of the Office at internal and external forums.
• Contribute to organisational knowledge, industry guidance and thought leadership through training, publications, and market conduct insights.
• Various other duties as may be determined by the Manager: Dispute Resolution and the Ombud.

Other Key Competencies:

The applicant must demonstrate the following skills and attributes: excellent drafting skills, strong communication and leadership skills, active listening, critical thinking, analytical thinking, and attention to detail. proficiency in using MS Office, good communication skills (technical and non-technical), output driven, good interpersonal skills, diligent, a self-starter, energetic, and a team player, ability to communicate in two or more official languages, ability to extract the essence of a complaint where the real complaint is clouded by irrelevant details. Ability to conduct a thorough assessment of complaints in line with prescribed transcripts and make a sound legal argument to reach a conclusion. The ability to establish priorities and manage several tasks.

Requirements:

• Matric certificate or equivalent.
• BCom or LLB Degree.
• PGDip in Financial Planning Qualification and CFP designation will both be an added advantage
• Admission as an Attorney will be an added advantage.
• A minimum of 8 years of industry-related experience working with dispute resolution, appeals, and liaising with the Tribunal.
• 3 years of people management experience. 
• Solid legal drafting experience.
• Sound understanding of the legal environment in which the FAIS Ombud’s Office operates.
• Technical and practical knowledge of financial advisory, FAIS regulatory compliance, the pension funds industry, insurance, and market conduct/TCF regulation.
• An understanding of financial services legislation - FAIS Act, FSR Act, PFA, LTIA, TCF, PPR, ITA, Insurance Act
• Strong Background in Short and Long-Term Insurance, Financial Planning, Dispute Resolution
• Market Conduct, FAIS Regulatory Compliance, Pension Funds
• Understanding of general and technical financial product knowledge
• Exceptional Communication and Interpersonal Skills
• Strong Time Management, planning, and presentation skills
• Solid negotiation and stakeholder management skills.
• Ability to prioritise and handle multiple tasks within strict timeframes.
•  Analytical thinking.
• Ability to engage with team members at various levels within the organisation.
• Excellent customer service skills.
• Ability to solve problems, design, and execute projects.
• Ability to maintain a high level of confidentiality.
• Strategic Leadership
• Personal drive and integrity.

Recommended candidates will be required to undergo a comprehensive background check, which may include security screening, psychometric testing, and verification of credentials.

FAIS OMBUD is an equal opportunity employer, committed to the principles contained in its Employment Equity Policy. Preference will be given to Black Males, and people living with disabilities to advance the achievement of the office’s EE targets. 

Please note that correspondence will only be entered into with short-listed candidates, and the FAIS OMBUD reserves the right not to appoint if a suitable candidate is not identified.

Interested applicants can apply for this position at https://faisombudjobs.mcidirecthire.com/  by 20 November 2026. Inquiries may be directed to Ms. Livhuwani Thavhanyedza at 012 762 5000.