Dispute Resolution Manager

Prime South Africa; Randburg; On-site; ZAR 480,000 - 750,000; Full time

Benefits offered by this job

Leadership development

Fair and innovative culture

Cross-functional exposure

People-centric environment

Job summary

Prime South Africa is seeking a Market Conduct Junior Manager to lead a team responsible for managing client complaints and driving improvements in customer outcomes.

The role suits someone with strong leadership potential, excellent communication, and a passion for solving problems across governance, operations, and customer experience.

You will collaborate with claims, service, operations, and leadership to resolve complex matters and build processes that reduce recurring issues.

Qualifications

• Completed tertiary degree in law, accounting, or related field.
• Experience leading people or teams.
• Experience investigating issues or managing processes.
• Strong reporting and stakeholder management skills.

Responsibilities

• Lead and coach a Market Conduct team.
• Foster accountability and high performance across the business.
• Support performance management and capability building.
• Collaborate with claims, service, operations and leadership to resolve complex matters.

Skills

Analytical thinking

Leadership

Stakeholder management

Problem solving

Communication skills

Coaching

Data analysis

Education

LLB

BCom Law

Internal Audit

BCom Financial Management

Job description

At Prime, we're committed to doing the right thing for our clients. Every client complaint, concern, or escalation gives us an opportunity to learn, improve, and strengthen trust.

Our Market Conduct team sits at the intersection of client experience, operational excellence, and fair outcomes. We are looking for a curious, people-focused leader who enjoys solving problems, identifying patterns, improving processes, and helping teams perform at their best.

Whether your background is in auditing, customer experience, communications, quality assurance, risk, compliance, operations, investigations, or insurance, this role offers an opportunity to apply your skills in a highly impactful environment.

The Role

As Market Conduct Junior Manager, you will lead a team responsible for managing client complaints and identifying opportunities to improve customer outcomes.

This role is well-suited to someone who enjoys:

• Investigating issues and finding root causes.
• Improving processes and reducing recurring problems.
• Analysing information and identifying trends.
• Communicating clearly and professionally.
• Coaching and developing people.
• Balancing fairness, business objectives, and client expectations.

You don't need to be a technical insurance expert on day one. What matters most is strong leadership potential, sound judgement, excellent communication skills, and a passion for solving problems and improving outcomes.

Key Responsibilities:

• Lead, coach, and develop a team of Market Conduct professionals.
• Foster a culture of accountability, fairness, continuous learning, and high performance throughout the business.
• Support performance management, development planning, and capability building.

Problem Solving & Continuous Improvement

• Investigate recurring complaints, operational challenges, and customer pain points.
• Identify root causes and work with business stakeholders to implement improvements.
• Drive initiatives that enhance customer outcomes and operational efficiency.

Quality & Governance

• Monitor complaint quality, regulatory adherence, and service standards.
• Conduct quality reviews and provide constructive feedback to team members.
• Ensure complaints are resolved fairly, consistently, and within agreed timelines.

Stakeholder Engagement

• Collaborate with claims, service, operations, and leadership teams to resolve complex matters.
• Manage escalated complaints and external dispute resolution cases.
• Build strong working relationships across the business to influence positive outcomes.

Data, Insights & Reporting

• Analyse complaint trends, service issues, and operational risks.
• Prepare and present management reporting, performance metrics, and insights.
• Translate data into practical recommendations and actions.

What We're Looking For

We're interested in candidates who are naturally curious, analytical, and people-focused.

You may come from backgrounds such as:

• Auditing or internal audit.
• Communications or client experience.
• Quality assurance.
• Operations management.
• Compliance or risk management.
• Business analysis.
• Investigations or dispute resolution.
• Insurance, law, financial services, or professional services.

Key Skills & Attributes

• Strong analytical and problem-solving capability.
• Excellent written and verbal communication skills.
• Ability to identify patterns, trends, and opportunities for improvement.
• Strong attention to detail and quality.
• Comfortable working with data and reporting.
• Ability to influence and collaborate across teams.
• Effective leadership, coaching, and people-development skills.
• Resilient, adaptable, and able to work in a fast-paced environment.
• Sound judgement with a strong sense of fairness and integrity.

Qualifications & Experience

• Completed tertiary degree is essential (eg. LLB. BCom Law, Internal Audit, BCom Financial Management / Accounting, or similar)
• Experience leading people, projects, or operational teams.
• Experience investigating issues, analysing information, or managing processes.
• Strong reporting and stakeholder management skills.

Advantageous

• Experience in complaints management, customer experience, quality assurance, auditing, compliance, risk, insurance, or financial services.
• Exposure to process improvement methodologies or operational excellence initiatives.
• Experience managing escalated client matters or dispute resolution processes.

Why Join Prime?

• Lead a team that has a direct impact on customer outcomes.
• Develop your leadership capability in a growing business.
• Work in an environment that values fairness, continuous improvement, and innovation.
• Build experience across customer experience, governance, operations, and business improvement.