Conduct Risk Manager

Job Ref: 50193311
Sector: Consultancy
Job Type: Contract
Date Added: 11 July 2018
  • City of London, London, England
  • £75,000 - £90,000 per Annum
  • Amy Chinery
  • 44 203 909 5189

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Conduct Risk Manager - Complaints (1-2 year fixed term contract)

A pioneering international FinTech company which is disrupting the traditional consumer lending space by providing solutions for "under-served" customers.

Headquartered in London and backed by leading global investors, they employ over x hundred people with over 40 different nationalities.

Role Overview

The main purpose of the role is to provide expert consultancy within the area of complaints and; develop and promote solutions which support the business requirements and good customer outcomes.

Within this role you will be working alongside the Complaints and Compliance team and will be required to provide high quality analysis, advice and guidance on conduct risks to ensure that the business comply with regulatory requirements and put the customer at the heart of everything they do.

Responsibilities & Accountabilities:

  • Through complaint and FOS root cause analysis, identify, interpret and highlight specific issues and trends and provide recommendations to the business on resolution whilst providing oversight for delivery.
  • Establish a collaborative relationship with the FOS and other regulatory bodies in order to learn from any findings and ensure that, where necessary, these are reflected in business procedures or complaint handling standards across the business
  • Creation and delivery of clear and effective management information/ reporting for the relevant governance committees
  • Chair of relevant complaints committees
  • Actively participate in the delivery of complaint change projects, ensuring that project risks are successfully identified and managed
  • Work with key stakeholders, to deliver improvements to its strategies/ processes and its efficiency as a result of the complaints
  • Provide guidance on the application of complaints regulations, law and industry guidance on including assisting with complaint feedback, polices and processes.
  • Keep up to date with other external sources to understand potential changes / impacts to our business regarding regulatory, Customer and CMC approaches.
  • Working with the Customer Service Operational Excellence team to maintain and improve ongoing policies and processes
  • Oversight of the complaints first line conduct risk controls and quality assurance outputs

Skills & Experience Required:

  • A strong background and experience of working in Compliance and/or Complaints within the UK regulated financial services environment, preferably in a lending business
  • Detailed understanding of the FCA and FOS complaints requirements along with the wider UK regulatory framework
  • Excellent communication and influencing skills with key stakeholders and regulators, tailoring style and approach to meet audience's needs
  • Experienced in outlining and embedding new strategies within the business. Project Management experience would be beneficial
  • Ability to analyse, interpret and present relevant data/ MI
  • Strong customer awareness and a desire to "do the right thing"
  • Demonstrate a strong ability to deliver in written and oral communication to a high standard.
  • Able to work individually but also collaboratively as part of a team.
  • Ability to work in a pressurised project environment, delivering results against challenging targets

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age

10/08/2018 15:40:48
GBP 75000 75000.