FAIS Supervisor – Call Centre

Dis-Chem Life; Gauteng; On-site; ZAR 480,000 - 700,000; Full time

Benefits offered by this job

Clear path to KI role

Mentorship and regulatory training

Job summary

Dis-Chem Life is seeking an FAIS Supervisor to oversee agents and ensure compliance with FAIS and related regulations. You will report to the Head of Legal and Compliance and collaborate with the KI to monitor sales practices across channels and protect customers from mis-selling.

The role emphasizes coaching, monthly competency evaluations, and detailed reporting to support regulatory alignment and ethical conduct. Growth into a KI role is a key benefit of this position.

Qualifications

• Minimum NQF Level 5 Qualification.
• RE 1/RE 5 regulatory exams are advantageous.
• FAIS-specific training or compliance certifications beneficial.
• Experience in long-term insurance regulatory oversight preferred.

Responsibilities

• Supervise agents to ensure FAIS compliance across all channels.
• Conduct monthly competency assessments and provide feedback to KI.
• Prepare detailed compliance reports and actionable recommendations.
• Identify and mitigate regulatory risks and mis-selling opportunities.
• Coach agents to transition from supervision to independent operation.

Skills

Communication

Regulatory knowledge

Analytical skills

Leadership/mentoring

Education

NQF Level 5 Qualification

RE 1/RE 5 regulatory exams

FAIS/compliance certifications

Tools

MS Office (Excel/Word)

Regulatory reporting tools

Job description

Purpose Of The Role

The FAIS Supervisor plays a key role in supporting the Key Individual（“KI”）by ensuring that all external agents, quality assurance agents or call centre agents adhere to the requirements as provided for in the Financial Advisory and Intermediary Services Act（“FAIS”）. The role reports directly to the Head of Legal and Compliance, though the FAIS Supervisor will be trained and managed by the KI, gaining valuable experience and mentorship with a view to ultimately transition into a future KI role. The Supervisor will act as the primary line of defense in conjunction with the Quality Assurance Team in identifying and addressing any compliance issues within sales practices, reviewing the effectiveness of the Quality Assurance processes, ensuring that the KI’s strategic oversight is well-supported with accurate and consistent monitoring. This role ensures that sales practices across all distribution channels meet legal standards, thereby protecting the company from legal risks and ensuring that all agents operate ethically and within regulatory boundaries. The FAIS Supervisor is essential in maintaining the integrity of the supervisory process and ensuring that all agents meet the required competencies to be fully independent.

Role Summary

As the FAIS Supervisor, you will take on the direct supervision of agents, regularly evaluating their sales activities to ensure they meet the FAIS requirements and other regulatory standards. Your primary focus will be to ensure that agents comply with legal requirements, avoid misrepresentation, and protect customers from mis‑selling. You will conduct monthly competency assessments, review sales practices, and ensure ongoing compliance, providing the KI with detailed reports and feedback on agent performance. This data will be crucial for the KI to assess agent competency, identify training needs, and make informed decision. You will play a key role in maintaining the integrity of the compliance process, ensuring clear communication with both agents and the KI about performance and compliance issues. By thoroughly assessing sales processes, offering coaching, and identifying areas for improvement, you will help the KI mitigate regulatory risks and create an environment where agents can succeed, achieve their goals, and positively impact the lives of our customers.

Benefits

• The right candidate will have a clear path for growth into a KI role, with the opportunity to work closely alongside the KI and Head of Legal and Compliance. This collaboration will provide valuable hands‑on experience in compliance leadership and regulatory oversight.
• Ongoing mentorship and training in regulatory compliance, enhancing skills for future leadership roles.

Key Responsibilities

• Ensure that all call centre agents adhere to the requirements in FAIS and other regulatory requirements by monitoring their daily activities, reviewing sales interactions, and confirming that legal standards are met.

Competency Assessments

• Development of Supervision Plans for each agent requiring supervision.
• Conduct monthly competency evaluations of agents, assessing their ability to comply with FAIS requirements, demonstrating ethical sales practices, and identifying areas for improvement.

Sales Activity Monitoring

• Review and evaluate a sample of sales calls and transactions, ensuring compliance with FAIS and preventing misrepresentation or mis‑selling. Ensure that agents meet all legal and ethical sales requirements.

Reporting And Feedback

• Prepare detailed compliance reports for the KI, summarizing the results of your assessments and feedback on agent performance. Provide actionable recommendations for ongoing training and improvements.

Communication With Agents

• Deliver clear and constructive feedback to agents, outlining areas for improvement and reinforcing compliance standards. Set specific expectations for performance, ensuring alignment with regulatory requirements.

Agent Development And Training

• Work closely with agents to identify competency gaps and provide coaching to improve performance. Assist in the development of agents so they can eventually transition from supervision to independent operation.

Documentation And Record Keeping

• Maintain accurate, up-to-date records of all assessments, evaluations, and feedback sessions, ensuring proper documentation for compliance reviews and audits with company compliance strategies and address any compliance concerns or issues.

Risk Mitigation

• Identify potential compliance risks and proactively recommend corrective actions to minimise legal exposure. Support the KI in addressing compliance issues and maintaining the company’s reputation for legal and ethical conduct.

Technical Skills

• Strong understanding of FAIS, compliance requirements, and other applicable financial services regulations.
• High level of proficiency in MS Office, particularly Excel and Word, to analyse data, generate reports, and document compliance activities.
• Skilled in reviewing sales processes to spot any compliance issues and suggest practical improvements.

Soft Skills

• Strong verbal and written communication skills to effectively provide feedback to Agents, Team Leaders, Supervisors, and preparation of detailed compliance reports for the KI.
• A meticulous approach to reviewing sales activities, identifying compliance risks, and ensuring accuracy in reporting.
• Commitment to upholding high standards of integrity and ethical conduct, especially when dealing with sensitive compliance matters.
• Demonstrated capacity for leading, mentoring, and coaching agents while ensuring compliance with regulatory standards.
• Ability to quickly adapt to evolving regulations, processes, and company requirements.

Experience

• 3+ years of experience in the long-term insurance industry, with a focus on compliance, supervision, or regulatory oversight.
• Call centre experience preferred but not required.
• Proven track record in assessing and monitoring sales performance, especially in relation to compliance standards and regulatory requirements.
• Experience providing coaching, feedback and performance improvement plans to help agents align with compliance standards.
• Ability to speak and understand multiple languages

Qualifications

• Minimum NQF Level 5 Qualification (FSCA recognised)
• RE 1 / RE 5: Regulatory exams (Beneficial)
• FAIS-Specific Training, Additional FAIS or compliance certifications are highly advantageous to demonstrate a strong grasp of relevant financial regulations.