Job Description 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 co...