Head of Insurance Complaints & Customer Resolution

SkillsMap; Centurion; On-site; ZAR 600,000 - 900,000; Full time

Job summary

AVBOB seeks an experienced Department Head of Complaints at our Head Office in Centurion. You will lead the complaints resolution function, supervise investigations, ensure fair, timely, and compliant outcomes, while driving continuous improvement across the department.

You will join a well-established company with valued employee development and a focus on performance. Strong problem-solving and communication, plus regulatory knowledge, are essential for success in this role.

Qualifications

• Grade 12.
• Post-matric qualification (NQF Level 4 or higher) in Insurance, Law, Compliance, Business Admin, or related field.
• 3–6 years' experience in insurance complaints handling or dispute resolution.
• Proven supervisory or leadership experience.
• Strong knowledge of TCF, FSCA, FAIS/COFI and Insurance Act requirements.
• RE1 qualification advantageous.

Responsibilities

• Lead and supervise the Complaints team to ensure investigation and resolution of customer complaints.
• Review complaints related to insurance products and AVBOB offerings for fairness and compliance.
• Ensure handling aligns with policies, TCF, regulatory requirements, and legislation.
• Review recommendations for fairness and evidence-based outcomes.
• Manage escalated complaints and monitor turnaround times to meet service standards.
• Conduct root-cause analyses to identify trends and improvement opportunities.
• Prepare management reports and provide insights for decision-making.
• Recommend enhancements to processes, systems and controls.
• Coach and develop team performance while adhering to HR practices.
• Maintain relationships with internal and external stakeholders, including Ombudsman offices and legal representatives.

Skills

Supervisory experience

Regulatory knowledge

TCF familiarity

Analytical skills

Communication skills

Team leadership

Education

NQF Level 4+ in Insurance/L Law

RE1 qualification advantageous

Tools

MS Office

Job description

AVBOB seeks an experienced Department Head of Complaints at our Head Office in Centurion. You will lead the complaints resolution function, supervise investigations, ensure fair, timely, and compliant outcomes, while driving continuous improvement across the department.

You will join a well-established company with valued employee development and a focus on performance. Strong problem-solving and communication, plus regulatory knowledge, are essential for success in this role.