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Head of Complaints, Customer
3 months ago
End Date
Thursday 06 June 2024
Salary Range
£0 - £0
- We support flexible working - click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job Share
Job Description Summary
JOB TITLE: Head of Complaints & Rectifications, Customer & Product Risk Specialist, CCOR
LOCATION(S): Edinburgh, Glasgow, Leeds, Halifax, Chester, Birmingham, Bristol
WORKING PATTERN: Our work style is hybrid, which involves spending two days per week, or 40% of our time at one of our Risk Hubs.
We’re looking for a Head of Complaints & Rectifications to lead and create a new function of accomplished compliance specialists that support the Group in adhering with all core regulatory requirements in relation to our complaints and rectifications strategy. Not only will you bring significant compliance experience, but we’re looking for someone innovative and transformational who loves proactively working with business executives to develop new opportunities to better meet customers needs.
**Job Description**:
ABOUT THIS OPPORTUNITY:
As the UK’s largest digital bank, with 27 million customers and 2.2 million shareholders, we’re looking to create a more sustainable and inclusive future for people and businesses, shaping finance as a force for good. This role will play a key part in supporting this transformation.
We’re on an exciting journey and there couldn’t be a better time to join us. We’re putting in place a fresh operating model for non-financial risk management across the Group, empowering our people to take end-to-end accountability for managing the risks that they face
This means we’re changing how we do risk management, creating a team of risk specialists, to provide support aligned to our risk owners and control owners to deliver great customer outcomes
We’re looking for a Head of Complaints & Rectifications to lead and create a new function of accomplished compliance specialists that support the Group in adhering with all core regulatory requirements in relation to our complaints and rectifications strategy. Not only will you bring significant compliance experience, but we’re looking for someone innovative and transformational who loves proactively working with business executives to develop new opportunities to better meet customers needs.
KEY ACCOUNTABILITIES:
- Keep up-to-date with industry, consumer and market developments, and convert this knowledge into ideas and activities that support the development, ongoing maintenance and embedding of the complaints policy and risk appetite.
- Act as one of the Group’s specialist Conduct & Compliance Risk leads and represent the organisation, building strong relationships with external partners, in particular regulators and other governing bodies.
- Ensure risks are measured, monitored, controlled, and reported on a timely basis and consistently across the Group, and provide independent challenge to risk decisions, as they relate to your specialism.
- Interpret new and existing regulations accurately and adeptly, highlighting the direction of travel and anticipating the impact of the proposed changes across the whole Group.
- Responsible for maintaining the balance between risk-taking and risk mitigation, defining and developing a clear and comprehensive risk appetite that outlines risk tolerances and risk limits.
- Lead the definition and development of appropriate control objectives for Conduct & Compliance Risks. Ensure that the Group’s business processes, systems and activities are conducted in a controlled and compliant manner.
- Establish Key Risk Indicators and Key Control Indicators to track progress and measure the performance of controls, providing appropriate reporting and escalation to senior management and the Board.
- Provide support to risk and control owners to report incidents, exceptions, or non-compliance with control objectives. Take corrective action and implement changes when control objectives are not being met or when existing risks change and/or new risks emerge.
- Continuously monitor the risk landscape for changes to existing risks and identification of new, emerging risks.
WHAT YOU’LL NEED:
- Experience of developing and owning group-level policy and setting risk-appetite, with expertise in continuous monitoring and reporting on group exposure.
- Able to demonstrate depth to confidently provide challenge and advice to 1st line Complaints functions and associated platforms
- Experience of RegTech and has utilised technology and data led solutions to deliver enhanced consumer outcomes
- Evidence of demonstrating good and timely decision making that keeps the organisation moving forward and skilfully balances difficult trade-offs with the ability to understand business strategy and opportunity risks.
- Excellent leadership skills with evidence of coaching to go faster by demonstrating commitment to create an environment that builds teams with skills aligned to our Group S
