Job Description
To ensure timely and appropriate complaint resolutions in line with FCA regulation and client service delivery schedules.
Promote positive customer outcomes to ensure that Conduct Risk standards and values are instilled within the business
Oversee the maintenance of local governance and controls including:
* Adherence to all corporate policies and procedures
* Appropriate queue and people management
* Relevant client and regulatory change
* Evidence of people and process development including OpEX workflow and people competency
* Timely closure of all agreed audit actions
Deputise for Complaints Manager with regards to management of client relations and appropriate attendance and input at relevant governance meetings
To act with integrity on behalf of the business and Client, based on HCL corporate and local procedures and controls.
Ensuring the team is aware of their roles and responsibilities. Conduct regular 1-2-1’s and annual appraisals in line with core HCL principles.
Promote positive customer outcomes to ensure that Conduct Risk standards and values are instilled within the business.
Key tasks & responsibilities
1. Ensuring compliance of all functions within the Complaint f...