Market Conduct Officer at Retirement Benefits Authority

Ref No: RCT0033

Requirements

• Bachelor’s degree in Finance, Actuarial Sciences, Economics, Law or Social Security;
• Relevant Diploma/Certification;
• Proficiency in Computer applications
• Work experience in a related field, minimum 3 years
• Demonstrated merit and ability as reflected in work performance and results
• Fulfill the requirements of Chapter 6 of the Constitution

Job Responsibilities

KRA 1: Dispute Management

• Implement and evaluate an effective complaint handling business process with clearly defined stages of investigation responsibilities to ensure timely dispute resolutions and confidence in retirement benefits sector
• Implement work plans and activities in the complaint handling process
• Carryout regular reviews of complaints received to identify systemic and recurring problems for consideration by the Department
• Assist in the settlement and arbitration of disputes

KRA 2: Public Complaints and Inquiries

• Implement the public complaints business process as developed by the Manager, Market Conduct
• Effectively implement public inquiries business process to ensure timely responses to the public in accordance with the service charter
• Assist in complaints classification & analysis
• Prepare regular reports on public complaints and inquiries for consideration by management and the Department.

KRA 3: Information Management

• Monitoring the outcome of the Dispute resolutions and complaints management processes and assist in the preparation of regular Reports to the Manager, Market Conduct and Management in the agreed format.
• Preparation of quarterly returns showing trends, preventive measures of complaints process
• Prepare activity and periodic reports on implementation of the Department’s Corporate Objectives as they relate to Consumer Protection
• Ensure privacy & confidentiality for all parties involved in complaint handling process

KRA 4: Audit, Risk Management & ISO Compliance

• Monitoring the Department’s Risk Management indicators related to Dispute Resolution and Complaints Management and taking agreed action to mitigate the risks as directed by the Manager, Market Conduct.
• Review Operation’s SOPs and update them accordingly to enhance service delivery and to ensure compliance with ISO requirements.
• Handling Internal Audit and External Audit enquiries and implementing recommendations as directed by the Chief Manager, Market Conduct

KRA 5: Technical Assistance to other Departments

• Assist other Departments particularly the Supervision Department in development of practice notes and enforcement manuals as relates to Dispute Resolution and Complaints Management.
• Assistance the Consumer Education Unit in sensitization of members and other stakeholders particularly on Dispute Management and Complaints Management.
• Assist in recommending appropriate amendments to pension legislation and statutory instruments
• Assist in liaison with other Government Agencies including CAJ, PCSC, NSSF, ARBS & AKI in the handling and reporting on Dispute Resolution and Complaints Management