FAIS Supervisor – Call Centre

Purpose of the Role:

The FAIS Supervisor plays a key role in supporting the Key Individual (“KI”) by ensuring that all

external agents, quality assurance agents or call centre agents adhere to the requirements as

provided for in the Financial Advisory and Intermediary Services Act (“FAIS”). The role reports

directly to the Head of Legal and Compliance, though the FAIS Supervisor will be trained and

managed by the KI, gaining valuable experience and mentorship with a view to ultimately

transition into a future KI role. The Supervisor will act as the primary line of defense in

conjunction with the Quality Assurance Team in identifying and addressing any compliance

issues within sales practices, reviewing the effectiveness of the Quality Assurance processes,

ensuring that the KI's strategic oversight is well-supported with accurate and consistent

monitoring.

This role ensures that sales practices across all distribution channels meet legal standards,

thereby protecting the company from legal risks and ensuring that all agents operate ethically

and within regulatory boundaries.

The FAIS Supervisor is essential in maintaining the integrity of the supervisory process and

ensuring that all agents meet the required competencies to be fully independent.

Role Summary:

As the FAIS Supervisor, you will take on the direct supervision of agents, regularly evaluating

their sales activities to ensure they meet the FAIS requirements and other regulatory

standards.

Your primary focus will be to ensure that agents comply with legal requirements, avoid

misrepresentation, and protect customers from mis-selling. You will conduct monthly

competency assessments, review sales practices, and ensure ongoing compliance, providing

the KI with detailed reports and feedback on agent performance. This data will be crucial for

the KI to assess agent competency, identify training needs, and make informed decision.

You will play a key role in maintaining the integrity of the compliance process, ensuring clear

communication with both agents and the KI about performance and compliance issues. By

thoroughly assessing sales processes, offering coaching, and identifying areas for

improvement, you will help the KI mitigate regulatory risks and create an environment where

agents can succeed, achieve their goals, and positively impact the lives of our customers.

Benefits:

• The right candidate will have a clear path for growth into a KI role, with the opportunity to

work closely alongside the KI and Head of Legal and Compliance. This collaboration will

provide valuable hands-on experience in compliance leadership and regulatory oversight.

• Ongoing mentorship and training in regulatory compliance, enhancing skills for future

leadership roles.

Key Responsibilities:

Regulatory Compliance Oversight:

• Ensure that all call centre agents adhere to the requirements in FAIS and other regulatory

requirements by monitoring their daily activities, reviewing sales interactions, and

confirming that legal standards are met.

Competency Assessments:

• Development of Supervision Plans for each agent requiring supervision.
• Conduct monthly competency evaluations of agents, assessing their ability to comply with

FAIS requirements, demonstrating ethical sales practices, and identifying areas for

improvement.

Sales Activity Monitoring:

• Review and evaluate a sample of sales calls and transactions, ensuring compliance with

FAIS and preventing misrepresentation or mis-selling. Ensure that agents meet all legal

and ethical sales requirements.

Reporting and Feedback:

• Prepare detailed compliance reports for the KI, summarizing the results of your

assessments and feedback on agent performance. Provide actionable recommendations

for ongoing training and improvements.

Communication with Agents:

• Deliver clear and constructive feedback to agents, outlining areas for improvement and

reinforcing compliance standards. Set specific expectations for performance, ensuring

alignment with regulatory requirements.

Agent Development and Training:

• Work closely with agents to identify competency gaps and provide coaching to improve

performance. Assist in the development of agents so they can eventually transition from

supervision to independent operation.

Documentation and Record Keeping:

• Maintain accurate, up-to-date records of all assessments, evaluations, and feedback

sessions, ensuring proper documentation for compliance reviews and audits with

company compliance strategies and address any compliance concerns or issues.

Risk Mitigation:

• Identify potential compliance risks and proactively recommend corrective actions to

minimise legal exposure. Support the KI in addressing compliance issues and maintaining

the company’s reputation for legal and ethical conduct.

Technical Skills:

• Strong understanding of FAIS, compliance requirements, and other applicable financial

services regulations.

• High level of proficiency in MS Office, particularly Excel and Word, to analyse data,

generate reports, and document compliance activities.

• Skilled in reviewing sales processes to spot any compliance issues and suggest practical

improvements.

Soft Skills:

• Strong verbal and written communication skills to effectively provide feedback to Agents,

Team Leaders, Supervisors, and preparation of detailed compliance reports for the KI.

• A meticulous approach to reviewing sales activities, identifying compliance risks, and

ensuring accuracy in reporting.

• Commitment to upholding high standards of integrity and ethical conduct, especially

when dealing with sensitive compliance matters.

• Demonstrated capacity for leading, mentoring, and coaching agents while ensuring

compliance with regulatory standards.

• Ability to quickly adapt to evolving regulations, processes, and company requirements.

Experience:

• 3+ years of experience in the long-term insurance industry, with a focus on compliance,

supervision, or regulatory oversight.

• Call centre experience preferred but not required.
• Proven track record in assessing and monitoring sales performance, especially in relation

to compliance standards and regulatory requirements.

• Experience providing coaching, feedback and performance improvement plans to help

agents align with compliance standards.

• Ability to speak and understand multiple languages

Qualifications:

• Minimum NQF Level 5 Qualification (FSCA recognised)
• RE 1 / RE 5: Regulatory exams (Beneficial)
• FAIS-Specific Training, Additional FAIS or compliance certifications are highly

advantageous to demonstrate a strong grasp of relevant financial regulations.