Summary Of Role
An Operations Regulatory Compliance & Complaints Managerplays a crucial role in ensuring a company adheres to all relevant laws, regulations, and internal policies while also overseeing the effective management of customer complaints and ensuring a positive customer experience. This role involves a blend of strategic oversight and operational execution, requiring strong analytical, communication, and problem-solving skills.
Requirements
Primary responsibilities
Regulatory Compliance:
* Staying current on relevant FCA guidelines, regulations, and industry standards and advising the organization on compliance.
* Developing, implementing, and monitoring compliance programs and policies.
* Conducting risk assessments and developing strategies to mitigate identified risks.
* Preparing and submitting reports detailing compliance against regulatory standards.
* Collaborating with internal and external stakeholders, including regulators, for compliance matters.
Complaint Management:
* Overseeing the efficient and effective resolution of customer escalations and complaints, ensuring timely and compliant handling.
* Investigating complaints, identifying root causes, and recommending improvements to reduce future complaints.
* Maintaining complaint registers, analyzing trends, and reporting on findings.
* Ensuring fair treatment of customers and championing a positive customer experience.
Skills Required
* Strong analytical, problem-solving, and communication skills are essential.
* Experience working with FCA regulations and guidelines in environments that utilise regulated agreements such as Consumer loan or hire agreements ,
* Excellent communication skills including presentation and written report writing
* Strong customer service skills
* Ability to be a team player, and work well under pressure
* Problem solving and conflict resolutions skills
* Strong communication skills
Experience Required
* Minimum 1 years experience in similar role
* Minimum 1 years experience in FCA Regulatory Compliance
* Capable of preserving confidential or sensitive information
* Experience of conflict resolution
* Experience in resolving complaint issues
* Experience developing and implementing internal policies and process to improve customer experience
Personal attributes (person specification)
* Someone who lives the company values
* Ability to make informed and timely decisions
* Someone who analyses a situation and develop effective solutions
* Finds innovative solutions to overcome challenges
* Ensures accuracy in all communications
Software knowledge and level of proficiency
* MS Excel - excellent knowledge
* MS Outlook - very good knowledge
* MS Word - very good knowledge
* MS PowerPoint - very good knowledge
* Scheduling software - good knowledge
* CRM - good knowledge
Benefits
* Competitive salary
* A bright, modern and open plan office
* 23 days holiday plus 8 bank holidays
* Contributory pension
* Company bonus scheme
* Life assurance
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