Regulatory Conformance Specialist

• Ensuring that Staff are compliant with requirements of DIRECT OVERSIGHT sales practices, including compliance with scripts and declarations required to be used in stores.  
  
• Evaluate evidence of compliance, including reviewing customer feedback via Voice -of -customer as well as conducting direct communication with customers where appropriate (i.e. telephonic interviews with customers).
  
• Reporting on compliance with DIRECT OVERSIGHT sales practices for review in both Key Individual Forum and Sales Control Forum.
  
• Reviews relevant customer complaints and submits findings and recommendations in line with treating -customer -fairly (TCF) standards.
  
• Reviews controls and in -store process in region and reports on failures.
  
• Signs of compliance reports relating to relevant administrative elements of FAIS (such as display of licence etc.)
  
• ​Ensure that stores comply with all regulatory requirements and acts (POPIA, TCF, FAIS, NCA, Long term insurance etc.). 
  

• Work with HR and Operations to ensure compliance with all necessary attestations for store portfolio.
  
• Provide input and guidance into performance management and ER processes related to all regulations, in particular disciplinary processes. Sign off as necessary.
  
• Investigate non -compliance and risk -events relevant to various regulations and feedback to accountable KI and KI forum.
  

• Work with HR and Operations to ensure that all competence requirements in respect of FAIS are met, relative to oversight model requirement.
  
• Ensure that Supervisors are conducting necessary supervision, with the correct level of quality.
  
• Assists in building competence within region by delivering appropriate training forums and programmes in line with channel objectives and framework. Works will all stakeholders to deliver training plans relevant for FAIS, including continuous professional development takes place.
  

• Ensures staff is complaint with store -control metrics and that risk is mitigated.
  
• Evaluates selling practices through audit and review of sales (live) and reports into various forums.
  
• Investigates particular cases of concern or risk events.
  
• Conducts ad -hoc audits and reviews as necessary, relevant to areas of concern raised in the all forums. Collates feedback for review.
  

• Chairperson of various Steering committees (KI Forum, ER Forum, SCF, CCCF, TL ER Consistency, Disciplinary Hearings).  
  

• Ensure that all relevant deadlines and compliance reports are submitted in accordance with reporting standards.
  
• Attends and provides input into KI forum.
  

• Assists in identifying gaps and opportunities to improve compliance / risk framework(s)
  
• Develops solutions and recommends processes in response to legislative changes or compliance gaps
  

• Assist with the designing of Product and Compliance training guides (Content /Curriculum design).Provide virtual and face to face training on Product and Compliance .Support the team on all system related queries.
  

• Conduct related Audits (e.g. Service, Compliance, Covid 19, Behaviour etc.) In -store/ call centre audits and inspections to include observation of the sales process and reporting thereof, in according with reporting requirements and templates
  

• Create Key Risk Indicators (KRI) for all upcoming projects. Lead/Manage/Coordinate various projects. Make use of CRMP - Compliance Risk Management Plan/Compliance Governance Framework in aiding the business in all compliance matters.
  

Requirements

• Financial Services Industry Knowledge
  
• WFS Market Knowledge
  
• Business Architecture
  
• Information Technology
  
• Business Process Design
  
• Contact Centre Systems, Technologies and Processes
  
• Solution/Application Testing
  
• Systems Analysis
  
  

• Qualifications listed on the FSCA list of qualifications. Regulatory Exam certification (RE 1). The relevant Class of Business certificate (Long Term Insurance) .Be in a position to be registered as a Key Individual.
  
• Compliance qualifications is beneficial
  
• CISA registration/ CProf or CPrac (SA) designation is advantageous
  

• 3 - 5 years relevant experience (Including 1 year management/oversight experience).
  
• ​Project management experience beneficial
  

· Demonstrated leadership, analytical and technical skills

· Strong relationship building competence

· Stakeholder Management

· Excellent verbal and written communication skills

· Business application design

· Business analyst skills.

· Broad general IT knowledge.

· Deep business understanding of WFS or equivalent experience in Financial Service Industries and/or Banking

· Business process modelling tools