Shakeel Khalek

Experience

• 

  Liberty Group South Africa

  May 2007 - now

  - Manage and co-ordinate complaint handling and resolution for insurance complaints (Operational Complaints and Advice Disputes) received from National Financial Ombud Scheme (NFOSA), FAIS Ombud, Pension Funds Adjudicator, Direct Customers, Liberty Website, Consumer Forums, Social Media, Financial Services Conduct Authority (FSCA) etc.- Adherence to legislation (current/new)- Adherence to service level agreements.- Quality assess complaint responses.- Investigate and respond to complex complaints received.- Ensure that Treating Customer Fairly ("TCF") outcomes are applied fairly for all complaints received through mediation with all relevant business units.- Reporting to different stakeholders (CX team, Product team, KI Forum, Exec forums and business)- Staff management - Engage and oversee application of Error, Cause, Removal and Root Cause Analysis- Settlement negotiation- Complaints Resolution process training- Reconstruction/What If scenarios applied for complaints handling resolution purposes.- Chair and facilitate Complaints Resolution Committee Meeting ('CRC')- Case Study management to affected areas for Management Actions Show less - Manage and co-ordinate complaint handling and resolution for insurance complaints (Operational Complaints and Advice Disputes) received from Ombudsman for Long-term Insurance, FAIS Ombud, Pension Funds Adjudicator, Direct Customers, Liberty Website, Consumer Forums, Financial Services Board etc.received within team.- Adherence to legislation (current/new)- Adherence to service level agreements.- Quality assess complaint responses.- Investigate and respond to complex complaints received.- Ensure that Treating Customer Fairly ("TCF") outcomes are applied fairly for all complaints received through mediation with all relevant business units.- Implemented and maintained trend analysis reporting- Developed, resourced and skilled team - staff management- Error, Cause, Removal and Root Cause Analysis- Settlement negotiation- Reconstruction/What If scenarios applied for complaints handling resolution purposes. Show less • Comprehensive investigation of all Advice and Intermediary service related complaints received from (The Ombudsman for Long-term Insurance, FAIS Ombud and Financial Services Board), the client and/or the legal representatives by facilitating fair solutions to client complaints. • Interact with numerous Liberty Group divisions, intermediaries and/or their managers at all levels.• Comprehensive analysis of complaintsMake recommendations to Stakeholders in terms of complaint resolution and assist with quantification of full and final settlement through scenario planning by considering all the facts, options and outcomes.• Taking responsibility by showing initiative to collect and collate information about the facts and interpreting the facts until a query is satisfactorily resolved.• Facilitation of Complaint Resolution Committee ("CRC") meetings with all relevant Stakeholders for complex complaints and those complaints which may result in potential reputational damages for group. • Ability to identify and reporting of suspicious transactions during complaint handling procedures. • Report on adverse business risk to Risk & Compliance departments to ensure remedial action is taken in Sales Division.• Understanding client’s queries for resolution, breaking information down into components, probing for further information.• Application of legislation in complaint handling process.• Updating of query database and allocation of new queries received.• File administration management.• Keeping to pre-determined turn-around timeframes.• Attend monthly PI Claim meetings and providing information to PI Steercom members.• Preparation case studies and trend analysis for monthly reporting. • Prepare monthly reports to Stakeholder management. Show less

  • Complaints Manager

    Dec 2023 - now

  • Complaints Resolution Team Leader

    Jan 2012 - Nov 2023

  • Customer Relations / Complaints Resolution Specialist

    May 2007 - Dec 2011

  • Marketing and Distribution ("MaD") Customer Relations

    May 2007 - Jan 2009