Manager : Complaints And Compliance Committee

Independent Communications Authority Of Sa; Gauteng; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A government regulatory body in Centurion seeks a Manager for the Complaints and Compliance Committee. This role involves overseeing complaints handling and ensuring adherence to legal standards to improve consumer interests. Candidates must have an LLB degree and significant experience in legal and complaints management. The position offers a permanent contract with a competitive salary package.

Qualifications

• 4 years' Management experience or 5 years' Specialist Experience.
• 6 years' relevant working experience in complaints and dispute management.
• Experience in collaboration at Executive and Board level is an advantage.
• Experience in ICT Law is a distinct advantage.

Responsibilities

• Administer, coordinate, and manage all complaints referred to the CCC.
• Guide CCC Assessors in handling complaints and disputes.
• Develop and implement SOPs for investigating complaints.

Skills

Analytical thinking

Problem-solving

Interactive Communication

Resilience

Attention to detail

Adaptability

Client Focus

Writing Skills

Achievement Orientation

Teamwork

Impact and Influence

Self-confidence

Enforcement

Information Gathering and processing

Legislation, Policies, Procedures and Standards

Presentation skills

Proven track record in building collaborative relationships

Proven track record in solid administration skills

Proven track record in respect of adjudicatory process

Education

LLB Degree (NQF Level 8)

Admitted as a Legal Practitioner

Job description

Manager : Complaints and Compliance Committee

Centurion, South Africa

VACANCY

JOB TITLE : Manager : Complaints and Compliance Committee

JOB LEVEL : D2

SALARY RANGE : Total Annual Package (CTC) – R

• R1,,

LOCATION : ICASA (Head Office – EcoPark, Centurion)

POSITION STATUS : Permanent

Purpose of the job

To administer, coordinate, and manage all complaints and disputes referred to the Complaints and Compliance Committee ("CCC") in line with the administrative due process.

Tomanage the office of the CCC so that it executive its mandate within the parameters of the law in an efficient and effective manner.

Key Outputs

• Management and administering all complaints and disputes referred to the CCC in line with the administrative due process and the law
• Managing and guiding the CCC Assessors in handling complaints and disputes
• Reporting to the CCC and the Executive: Legal and CCC on a regular basis on the status of the complaints and disputes
• Management and review of the submissions by the CCC Assessors to the CCC and to the Executive: Legal and CCC, and the submissions regarding the CCC recommendations to Council
• Managing the adherence to the legislative or prescribed timelines with regarding to the handing of a complaint
• Managing the process to develop the reasons for the dismissal of the complaints / disputes
• Management and coordination of all investigations of all complaints and disputes referred to the CCC
• Developing and implementing standard operating procedures regarding the investigation of complaints and disputes
• Management, coordination, and review of the case assessments by the CCC Assessors
• Reporting to the CCC and the Executive: Legal and CCC on a regular basis on the status of investigations
• Developing, implementing, and reviewing the CCC governing regulatory frameworks, procedures, manuals, guidelines etc. to ensure that the CCC is accessible; and promote the interest of consumers.
• Managing the CCC unit and budget
• Managing the service providers appointed from time to time

• Management and supervision of the CCC Assessors in conducting research, workshop presentations or awareness campaigns on CCC processes
• Management, coordination, and administration of the CCC hearings, deliberations and meetings
• Identifying, assessing and managing all CCC risks to an acceptable level e.g. strategic, operational and project risks
• Contributing to the formulation and implementation of the Legal, Risk and CCC divisional strategy, and the CCC strategy.

Qualifications and Experience

• LLB Degree (NQF Level 8)
• Admitted as a Legal Practitioner with Board Examination passed
• 4 years' Management or 5 years' Specialist Experience
• 6 years' relevant working experience in complaints and dispute management or Legal Services
• Experience in collaboration at Executive and Board level will be a distinct advantage
• Experience in ICT Law will be a distinct advantage.

Key Competencies and Attributes

• Analytical thinking
• Problem-solving
• Interactive Communication
• Resilience
• Attention to detail
• Adaptability
• Client Focus
• Writing Skills
• Achievement Orientation
• Teamwork
• Impact and Influence
• Self-confidence
• Enforcement
• Information Gathering and processing
• Legislation, Policies, Procedures and Standards
• Presentation skills
• Able to work and make decisions under pressure
• Proven track record in building collaborative relationships
• Proven track record in respect of solid administration skills and / or project management
• Proven track record and clear understanding of adjudicatory process.

NB : The email addresses provided above should be used for enquiries only.

Applications sent by email will NOT be considered.

ICASA is committed to the achievement and maintenance of diversity and equity in employment.

Preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation as outlined within the Employment Equity Plan of ICASA.

• If you do not hear from us within three months of the closing date, please regard your application as unsuccessful.
• Applications received after the closing date will not be considered.
• It is the applicant’s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA).
• It is also the responsibility of the applicant to obtain evaluation and certification of the Recognition for Prior Learning (RPL).
• Only candidates who meet the requirements should apply.
• ICASA actively pursues the sourcing of persons with disabilities.
• ICASA is an equal opportunity employer.
• ICASA reserves the right not to make an appointment.
• Appointment is subject to getting a positive security clearance, verification of the applicant’s documents (Qualifications), and reference checks.
• Correspondence will be entered into with shortlisted candidates only.
• CVs from Recruitment Agencies will not be accepted.