Eden Scott is proud to be partnering with a leading banking institution to recruit a detail-focused and proactive Banking Complaints Oversight based in Edinburgh, this key role supports the operational
oversight of complaints handling, risk management, and regulatory compliance across the Bank's Commercial Banking function.
You'll be instrumental in improving client outcomes, ensuring high-quality complaint resolution aligned with FCA/PRA standards, and strengthening first-line risk and control processes.
Key Responsibilities:
1. Lead oversight of all banking complaints across Commercial products.
2. Ensure complaint handling complies with FCA DISP and internal procedures.
3. Conduct and review and assess outcomes and identify issues.
4. Perform root cause analysis to identify trends, gaps, and systemic issues.
5. Collaborate with operational teams to drive service improvements.
6. Maintain dashboards and prepare reporting for senior governance forums.
7. Support risk event recording, categorisation, investigation, and resolution.
8. Liaise with Risk & Compliance teams to ensure regulatory alignment.
9. Assist in preparing accurate regulatory returns (e.g., PSD001/PSD007).
10. Draft clear, fair, and compliant client communications (e.g., rate change notices, annual statements).
11. Champion process improvements and maintain accurate documentation.
12. Support delivery of the Commercial Training & Competence (T&C) framework.
13. Track and monitor audit/regulatory actions for timely closure.
Key Stakeholders:
14. Heads of Banking
15. Client Services & Operations
16. Risk, Compliance & Legal
17. Finance & Regulatory Reporting
18. Product & Change Teams
Person Specification
19. Strong working knowledge of FCA DISP and risk management frameworks.
20. Experience in complaints oversight or operational risk in financial services.
21. Excellent interpersonal and stakeholder engagement skills.
22. Strong analytical skills and data-driven problem-solving abilities.
23. High standard of written communication with a focus on regulatory clarity.
Desirable Experience:
24. Knowledge of regulatory returns (e.g., PSD001/PSD007).
25. Understanding of lending products and commercial banking processes.
This is a fantastic opportunity to join a collaborative and high-performing team, with scope to make a real impact on client experience, operational quality, and regulatory excellence.
Please only apply if you have the above experience this role is Hybrid and will require you 3 days in the office
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