Permanent Internal Dispute Resolution Manager | Sanlam Vacancies
Job Description
Sanlam Vacancies – Internal Dispute Resolution Manager
Location: Midrand, Johannesburg
Company: Sanlam
Job Type: Permanent
Job Sector: Legal and Compliance
Internal Dispute Resolution Manager – Sanlam
Who are we?
Sanlam is a leading financial services group committed to excellence, innovation, and customer-centric solutions. We empower our clients with trusted financial products and services, ensuring peace of mind in an ever-changing world. At Sanlam, we value Energy, Freedom, Accountability, and Attitude. If you thrive on challenges, embrace collaboration, and seek opportunities to make a meaningful impact, Sanlam is the place for you.
What will you do?
As the Internal Dispute Resolution Manager, you will lead and refine Sanlam’s complaint resolution framework, ensuring fairness, regulatory compliance, and continuous improvement. Your role will be pivotal in maintaining client trust and driving operational excellence.
Position Purpose
To oversee and enhance Sanlam’s internal dispute resolution process, ensuring timely, transparent, and equitable outcomes for clients while adhering to legal and regulatory standards.
Qualifications & Experience
- Bachelor’s degree in Law (postgraduate preferred)
- Admitted attorney (advantageous)
- 5-8 years in complaints resolution or related fields
- Management experience (advantageous)
- Background in financial services or insurance
Key Responsibilities
1. Dispute Resolution Management
- Manage end-to-end complaint handling, from initial intake to resolution and feedback.
- Ensure compliance with internal policies, TCF principles, and regulatory frameworks.
- Escalate complex or high-risk matters and monitor systemic trends.
2. Governance & Compliance
- Uphold legal and regulatory requirements, working closely with governance teams.
- Support audits and regulatory reporting related to dispute resolution.
3. Reporting & Insights
- Generate detailed reports for leadership, highlighting trends and improvement areas.
- Maintain dashboards to track complaint volumes, root causes, and resolutions.
4. Stakeholder Engagement
- Collaborate with cross-functional teams to align complaint resolution strategies.
- Represent Sanlam professionally with regulators and industry bodies.
5. People Leadership
- Lead and develop the dispute resolution team, fostering a culture of accountability.
- Provide coaching, mentorship, and support career growth.
6. Training & Communication
- Deliver training on dispute handling best practices and regulatory obligations.
- Promote awareness of fair outcomes and client-centric approaches.
Key Skills & Competencies
- Strong knowledge of financial services legislation and dispute resolution practices.
- Analytical, problem-solving, and decision-making abilities.
- Exceptional communication and conflict-resolution skills.
- Emotional intelligence and sound judgment under pressure.
- Proficiency in Microsoft Office and data analysis tools.
Personal Attributes
- Resilient and adaptable in challenging situations.
- Collaborative with strong interpersonal skills.
- Innovative thinker with a focus on customer satisfaction.
Build a Successful Career with Us
At Sanlam, we invest in your growth and development. Through our diverse business clusters—Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, and MiWay—we offer dynamic opportunities to advance your career.
Our Commitment to Transformation
Sanlam embraces diversity and equity, fostering an inclusive workplace that reflects the communities we serve. We encourage candidates from all backgrounds to apply and grow with us.
Application Deadline: 22 August 2025
APPLY NOW
How to Apply
To apply for this position, click the “Apply Now” button or follow the specific instructions provided in the job description. Ensure that your CV and supporting documents are up to date and relevant to the position.
Please note: This job posting may be closed at any time by the employer, either due to internal recruitment policies, legal requirements, or once a suitable candidate has been found. We encourage you to apply as early as possible.
Only shortlisted candidates will be contacted.
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