We have an exciting opportunity for a Senior Compliance Manager role within the FOS Strategy, Executive Complaints and Insights Team. The role holder will be managing a team of executive complaint handlers, who manage complaints from customers who have directly contacted high profile individuals such as our CEO, Executive Directors, MPs, journalists, the FCA or the ICO.
The role reports directly to the Head of FOS Strategy, Conduct Insight & Executive Communications and is a senior contributor accountable for delivery and execution in collaboration with the wider function and relevant business areas.
The difference you'll make.
Ensuring executive complaints are consistently handled in accordance with San UK's complaint handling policies.
Maintaining and overseeing adherence with complaint handling procedures, to provide excellent customer service.
Ensuring complaint handers utilise the bank's network by liaising with other business areas and senior stakeholders.
Overseeing responses to complaints through a variety of channels, for example telephony, written, digital (email).
Ensuring the reports and responses on high profile cases are analysed correctly.
Leading analysis into complaints trends, and complaint learnings to improve performance and outcomes.
Running case clinics to provide complaint handlers with regular feedback and insight into emerging trends.
What you'll bring.
Proven experience of managing a complaint handling unit and dealing with high profile escalated complaints and with customer directly as well as experience of performing complaints quality assurance.
A sound understanding of the UK regulatory framework and FCA/FOS dynamics and technical knowledge and understanding of applicable regulations.
Strong influencing and communication skills; with an ability to communicate and network effectively at all levels to develop relations and influence management.
Experience of managing other compliance professionals and building strong collaborative relationships across the business
Strong interpersonal skills - persuades and influences others, using a range of approaches, to achieve deliverables.
Organisation skills with the ability to develop risk management strategies and processes.
If there's anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it's a copy of our application form in another format or additional assistance, we're available through telephone, email, or face to face. You can contact us at firstname.lastname@example.org or call 0870 414 9080.