Independent Disputes Arbitrator (Contract)

Sanlam; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Sanlam invites applications for an Internal Arbitrator to serve as the group's independent internal adjudication authority for complaints and disputes. The role issues binding determinations and ensures fair customer outcomes within the Sanlam dispute resolution framework.

The successful candidate will adjudicate through conciliation, mediation, and formal determinations, applying independence, objectivity, and equity while contributing to product and process improvements in the long-term

Qualifications

• Admitted Attorney, Advocate, or equivalent legal qualification.
• Experience in adjudication, arbitration, ombudsman services, or complex complaint investigations.
• FAIS Regulatory Examination (where applicable).
• Relevant insurance-related professional certifications.
• Experience in the long-term insurance industry will be advantageous.

Responsibilities

• Adjudicate complaints and disputes through conciliation, mediation, recommendations and formal determinations.
• Issue final and binding determinations on matters falling within the Arbitrator's rules.
• Apply principles of independence, objectivity, impartiality, fairness and equity when determining disputes.
• Assess disputes on their individual merits, considering applicable legislation, policy provisions and standards.
• Consider complaints beyond strict legal interpretation where fairness and equitable outcomes warrant further consideration.
• Identify emerging complaint trends, lead cases, systemic issues and root causes and provide recommendations for business improvement.
• Influence product, service, process and policy enhancements through insights arising from complaint determinations.
• Maintain awareness of regulatory developments and relevant case law to support consistency and fairness in decision making.
• Determine appropriate and fair redress, including compensation awards where justified by the facts and circumstances.

Skills

Objectivity

Decision-making

Communication

Stakeholder management

Analytical thinking

Education

LLB or Bachelor of Law

Master of Laws or Master of Dispute Resolution

Job description

Sanlam invites applications for an Internal Arbitrator to serve as the group's independent internal adjudication authority for complaints and disputes. The role issues binding determinations and ensures fair customer outcomes within the Sanlam dispute resolution framework.

The successful candidate will adjudicate through conciliation, mediation, and formal determinations, applying independence, objectivity, and equity while contributing to product and process improvements in the long-term