Complaints Handling and Monitoring:
• Ensure high quality, effective and efficient handling of complaints.
• Investigate and manage the resolution of complaints within given regulatory and operational timescales.
• Ensure complaint management is compliant with regulations, internal processes and policies.
• Contribute to the planning and control of any Complaints Management function evolution
• Implement complaint processes and protocols for new programmes, products and TPA arrangements
• Internal monitoring and reporting of complaints handling as required
• Monitoring and follow-up of TPA’s compliance to complaints SLAs.
• Assist in setting up and monitoring complaint processes across all TPA’s
• Maintain updated complaint management procedures in line with operational, regulatory and legal requirements.
• Ownership of complaint registers of both licenced entities.
• Assist in the compilation of MFSA Conduct Return and other complaints returns which are required in line with our obligations under Freedom of Services.
• Regular monitoring and preparation of reports for committees in relation to complaints data & statistics.
• Assisting the Chief Legal and Compliance Officer in the development and implementation of the Compliance Framework.
• Maintaining system of governance requirements under Solvency II and promoting corporate governance practices.
• Providing conduct, product oversight and governance and other advice and support under the Insurance Distribution Directive and other regulations.
• Ensuring the compliance policies and procedures are kept up to date
• Assisting the Chief Legal and Compliance Officer in maintaining the oversight of the regulatory framework in Malta
• Oversight of the data protection requirements and obligations