Complaints Management and Mediation Analyst at Nigerian Exchange Group (NGX Group)

About the Job

• The Complaints Management and Mediation Analyst is required to have a thorough understanding of the Nigerian capital market rules and regulations, dispute resolution and case management experience, company secretarial experience as well as a strong legal background, including stellar academic credentials. This position reports to the Team Lead, Complaints Management.

Responsibilities

• Maintain the database of all cases referred to the All Parties Meeting and prepares legal opinions in this regard.
• Develop appropriate dispute resolution policies and processes for dealing with complaints from investors against Trading License Holders (TLHs).
• Develop strategies for the amicable resolution of all complaints/disputes.
• Prepare case strategy reviews of all complaints for equitable resolution of disputes.
• Convene and prepare the minutes of All Parties Meetings, and communicate the resolution to the relevant parties.
• Liaise and coordinate with the Monitoring and Enforcement unit on enforcement matters.
• Escalate unresolved complaints to the Investigation Panel.
• Prepare case summaries for all complaints before escalation to the Investigation Panel.
• Co-ordinate strategic periodic and ad-hoc meetings of key stakeholders within the Nigerian Capital Market.
• Perform secretarial duties (notice of meeting, agenda, minutes, action plan, etc.) for stakeholder's meetings.
• Prepare periodic and ad-hoc reports on complaints history.
• Draft and review Rules and Regulations governing TLHs of Nigerian Exchange Limited (NGX).
• Conduct research on local and international laws, and on global best practices relating to the activities of TLHs to assess the applicability and adequacy of proposed rules, frameworks, policies and other market-wide initiatives.
• Verify and evaluate new claims, and ensure timely compensation of claimants under the Investors' Protection Fund (IPF) of NGX.
• Maintain a database of the IPF claims and compensation.
• Ensure effective implementation and administration of the insurance policy for Trading License Holders.
• Liaise and collaborate with external stakeholders on special initiatives and projects within the capital market.
• Periodic reconciliation of financial and non-financial records relating to the IPF with the Finance Department of NGX, the identity verification consultants and the  Auditors (both external and internal).
• Perform other tasks as assigned by the Unit Head.

Job Specification
To successfully deliver the above goals, the right candidate must have:

• A Law Degree with a minimum of 3-5 years relevant post-NYSC experience.
• Strong understanding of securities laws and a good understanding of laws affecting the capital markets, NGX rules, SEC rules, ISA and CAMA.
• Sound business and legal judgment with problem-solving abilities.
• Secretarial and report writing skills.
• Must be able to build strong partnerships with business and corporate staff, communicate to a wide variety of audiences in clear, understandable language.

Desired Competency and Skills Requirements:

• A commitment to collaboration and a joint-accountability approach.
• Strong working knowledge of MS Word, Excel, and PowerPoint.
• Effective interpersonal skills including written and verbal communication skills.
• Basic project management skills.
• Ability to maintain a high level of confidentiality in handling sensitive information.
• Ability to follow instructions and deliver quality results.
• Ability to deal with ambiguity with strong judgment and problem-solving skills.
• Highly organized with strong attention to detail and accuracy.
• Proven track record of strong performance managing against deliverables.
• Company Secretarial experience, litigation or arbitration and case management experience.
• Experience within the legal or compliance function of a capital markets operator, financial services company or top-tier law firm with a strong focus on capital markets.

Candidates Technical Knowledge and Experience:

• Experience in research, analysis, collection/collation, interpretation and presentation of data; developing standard and ad hoc reports, templates, etc.
• Excellent writing skills.
• Ability to work well with a variety of constituencies; comfortable influencing senior management to outcomes.
• Ability to own complex initiatives; superior project management skills.
• Interfacing with senior management and other staff.
• Strong analytical skills.
• Sound communication skills.

Personal Qualities:

• Self-motivation, enthusiasm and results-focused.
• Flexible, adaptable and comfortable with ambiguity.
• Committed to high standards and continuous improvement.
• Ability to move between big picture and detail.
• Superior organizational skills and detail orientation.
• Ability to maintain the strictest level of confidentiality and express high standards of professionalism.