Eden Scott's client is currently seeking Assistant Manager – Complaints Governance & Risk the successful individual will support the day-to-day operational oversight of complaints, risk management, and regulatory processes across the Commercial Banking function. The Assistant Manager plays a key role in driving quality assurance, ensuring alignment with FCA/PRA standards, improving client outcomes, and supporting the Bank’s first line risk and control responsibilities.
Key Responsibilities
* Lead the oversight of all banking complaints across Hampden products.
* Ensure consistent and compliant handling in line with FCA DISP and internal complaint procedures.
* Conduct regular thematic reviews and deep-dives into complaints data to assess client outcomes.
* Perform root cause analysis to identify trends, systemic issues, and process gaps.
* Collaborate with Operational and Client Service teams to implement corrective actions and drive service improvements.
* Maintain oversight dashboards and produce reporting for senior management and governance forums.
* Support the embedding and maintenance of the Risk Management Framework across Commercial.
* Ensure risk events are accurately recorded, categorised, and investigated in a timely manner.
* Work with frontline teams to strengthen internal controls and reduce operational risk exposures.
* Act as a key contact between Commercial and the Risk & Compliance functions to ensure alignment with second line expectations.
* Assist with the preparation of lending-related regulatory returns (e.g., PSD001/PSD007) ensuring accuracy and timely submission.
* Support the drafting and issuing of client communications including:
* Interest Rate Change notices
* Annual Loan Statements
* Statements of Fees & Charges
* Ensure all client-facing materials meet regulatory standards and are delivered in a clear, fair, and not misleading manner.
* Identify, assess, and implement process improvements to enhance operational efficiency and data accuracy.
* Support the maintenance of up-to-date procedures and documentation for Commercial Services.
* Contribute to the delivery and ongoing management of the Commercial Training and Competence (T&C) framework.
* Assist in the tracking and monitoring of regulatory and audit actions to ensure timely closure.
Key Relationships
* Heads of Banking
* Client Services and Operations Teams
* Risk, Compliance, and Legal Teams
* Finance and Regulatory Reporting
* Product & Change Teams
Knowledge, Skills & Experience
* Strong working knowledge of FCA complaint handling requirements (DISP) and risk management frameworks.
* Experience in complaints oversight or risk control within a banking or financial services environment.
* Strong interpersonal skills with the ability to influence and engage across multiple stakeholder groups.
* Ability to analyse data, identify trends and translate findings into process improvements.
* Strong written communication skills, with attention to regulatory clarity and tone.
Desirable
* CeMAP qualification or equivalent.
* Experience with regulatory returns (e.g., PSD001/PSD007).
* Familiarity with core lending and commercial banking operations.
This position may be just one of numerous opportunities we are handling that you could have an interest in pursuing. If you have not been in touch with us before please call us on 0131 550 1100 or drop off a CV at Karen.kerr@edenscott.com and we will make sure the most relevant Consultant gets back to you as soon as possible. Please note that we never send CVs anywhere without your prior consent.
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