Market Conduct Junior Manager

Prime SA; Johannesburg; Presencial; ZAR 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

Prime SA is seeking a senior Market Conduct leader to guide a team through complaints management, governance, and continuous improvement. You will identify root causes, collaborate with claims, operations and leadership to resolve issues, and ensure fair, timely outcomes for clients.

The role emphasizes data-driven reporting, quality oversight, and risk-aware decision making in a fast-paced environment.

Formación

• Bachelor’s degree or tertiary qualification.
• Experience leading people, projects, or operational teams.
• Experience investigating issues and managing processes.
• Strong reporting and stakeholder management skills.
• Experience in complaints management, quality assurance, or risk domains is a plus.

Responsabilidades

• Lead, coach, and develop a team of Market Conduct professionals.
• Investigate recurring complaints, identify root causes, and work with stakeholders to improve outcomes.
• Monitor complaint quality, regulatory adherence, and service standards.
• Collaborate with claims, service, operations, and leadership teams to resolve complex matters.
• Prepare and present management reporting, insights, and performance metrics.

Conocimientos

People leadership

Operations management

Root cause analysis

Stakeholder management

Data analysis

Regulatory awareness

Educación

Bachelor's degree or equivalent

Descripción del empleo

At Prime, we’re committed to doing the right thing for our clients. Every client complaint, concern, or escalation gives us an opportunity to learn, improve, and strengthen trust. Our Market Conduct team sits at the intersection of client experience, operational excellence, and fair outcomes. We are looking for a curious, people-focused leader who enjoys solving problems, identifying patterns, improving processes, and helping teams perform at their best.

Whether your background is in auditing, customer experience, communications, quality assurance, risk, compliance, operations, investigations, or insurance, this role offers an opportunity to apply your skills in a highly impactful environment.

• Lead, coach, and develop a team of Market Conduct professionals.
• Foster a culture of accountability, fairness, continuous learning, and high
• performance throughout the business.
• Support performance management, development planning, and capability

Problem Solving & Continuous Improvement

• Investigate recurring complaints, operational challenges, and customer pain
• Identify root causes and work with business stakeholders to implement
• Drive initiatives that enhance customer outcomes and operational efficiency.

Quality & Governance

• Monitor complaint quality, regulatory adherence, and service standards.
• Conduct quality reviews and provide constructive feedback to team members.
• Ensure complaints are resolved fairly, consistently, and within agreed timelines.

Stakeholder Engagement

• Collaborate with claims, service, operations, and leadership teams to resolve complex matters.
• Manage escalated complaints and external dispute resolution cases.
• Build strong working relationships across the business to influence positive outcomes.

Data, Insights & Reporting

• Analyse complaint trends, service issues, and operational risks.
• Prepare and present management reporting, performance metrics, and insights.
• Translate data into practical recommendations and actions.
• Relevant degree or tertiary qualification.
• Experience leading people, projects, or operational teams.
• Experience investigating issues, analysing information, or managing processes.
• Strong reporting and stakeholder management skills.

Advantageous

• Experience in complaints management, customer experience, quality assurance, auditing, compliance, risk, insurance, or financial services.
• Exposure to process improvement methodologies or operational excellence initiatives.
• Experience managing escalated client matters or dispute resolution processes.