Internal Arbitrator (Independent Contractor)

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

Purpose of the Role

Sanlam presents an exciting opportunity for an experienced professional to join as Internal Arbitrator. The Internal Arbitrator serves as Sanlam's independent internal adjudication authority for complaints and disputes. The role is responsible for the objective, impartial and equitable determination of complaints escalated within the Sanlam dispute resolution framework and for issuing binding determinations on Sanlam and the entities falling within the Arbitrator's jurisdiction. The role promotes fair customer outcomes, strengthens confidence in Sanlam's complaint management framework and contributes to the continuous improvement of products, services, systems and processes.

What will you do?

• 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, complaint management standards and principles of equity.
• 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 to support business improvement.
• Influence product, service, process and policy enhancements through insights arising from complaint determinations.
• Maintain awareness of regulatory developments, ombud determinations, tribunal rulings 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 of a matter.

What Will Make You Successful In This Role

• Relevant tertiary qualification in Law as prescribed in the requirements below.
• Significant experience in dispute resolution, adjudication, ombud schemes, litigation, insurance law, regulatory interpretation or complex complaint resolution.
• Sound knowledge of Long-Term Insurance products, claims, complaints management frameworks, Treating Customers Fairly principles and complaint governance requirements.
• Experience drafting legally and technically sound written determinations. Excellent communication, stakeholder management, and decision-making abilities.
• Demonstrated experience exercising independent judgement in complex or high impact matters.

Qualifications

• Minimum LLB or Bachelor of Law
• Master of Laws degree or Master of Dispute Resolution will be advantageous

Knowledge, Experience And Skills

• 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.

Role Competencies

• High level of objectivity and impartiality.
• Diligence.
• Sound judgement and decision-making.
• Ability to manage sensitive and confidential information.
• Effective written and verbal communication skills.
• Customer-centric mindset.
• Integrity, high ethical standards and credibility.
• Ability to balance legal principles with fairness and equity considerations.
• Strong mediation, negotiation and conflict resolution capability.
• Ability to analyse complex factual and legal issues.

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Due Date for Applications: 20 October 2026

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.