Lead Investigator

1 week ago


London, United Kingdom Financial Conduct Authority Full time

The Role

The Risk and Compliance Oversight Division (R&CO) performs the second line of defence function in the FCA. R&CO helps the FCA identify, assess, and report risks that threaten the FCA's ability to deliver its statutory objectives.

The Division is responsible for:

- Defining and owning the FCA Risk Management Framework;
- Providing ongoing guidance and oversight of risk management across the FCA;
- Enterprise-wide risk analysis and reporting;
- Delivery of Regulatory Investigations and Assurance;
- Compliance Oversight; and
- Complaints.

We are recruiting for a Lead Investigator to lead a team of investigators working in our Complaints Department. The Regulators (the FCA, PRA and Bank of England) are required to have a complaints scheme for the investigation of complaints about how we carry out our relevant functions.

What does the role involve? What are the key responsibilities?
- Supporting the Manager by leading a team of complaint investigators responsible for the investigation of complaints about the FCA.
- Act as deputy for the manager as required.
- Leading and managing the team; including operational, performance management, coaching and personal and competency development, with a strong focus on the development of knowledge, skills and performance of the team.
- Oversight of complex investigations and leading the investigations for the most complex cases.
- Leading investigation on high profile or high complexity complaints.
- Identification of areas for improvement within the team or the wider organisation and drive changes through to help with continuous improvement.
- As a Lead investigator, you will also play a key role in the work of the department and implementation of its ambitious plans.
- Strong and timely decision-making skills, based upon the accurate consideration of all the relevant factors.
- Excellent time and workload management, demonstrating the ability to manage and prioritise different tasks effectively.
- Responsible for developing and maintaining effective relationships with relevant stakeholders and partners, both internally and externally.
- Reviewing performance, management information, quality assurance and feedback to inform and drive continuous improvement of processes and the development of individuals in the team.
- Ability to prioritise workloads and demonstrate a risk-based approach to work.

Working in the complaint team, you will benefit from working in an outcome focused team environment which will afford opportunities to:

- Be empowered and take responsibility for own workload and share experiences with others.
- Demonstrate leadership skills through leading a team of complaint investigators.
- Work across the FCA (e.g. Authorisations, Supervision, Enforcement, etc) on a range of complex issues.
- Demonstrate judgement, decision making, analysis & investigation and flexibility.
- Identify risks and issues and determine the best course of action.
- Put analytical, problem solving and professional skills into practice.
- Interact with a wide range of internal and external stakeholders.
- Training and personal development.
- Be involved in or lead projects

Skills/Experience Required

Minimum
- Experience in complaints investigations and management of investigations or any equivalent level of investigations expertise and management.
- Experience of managing others in terms of coaching, mentoring, QA, referral decisions, case management and case progression.

Essential
- Regulatory and/or financial services experience.
- Experience of inspiring others to high levels of performance.
- Communication - able to communicate clearly and effectively, both orally and in writing with both internal and external stakeholders.
- Team working - able to work collaboratively, developing good working relationships and ensuring that relevant information and best practice is shared appropriately.
- Ability to deliver against SLAs.
- Stakeholder management - able to develop strong working relationships
- Analysis and Investigation - able to analyse different sources of data and select the most appropriate for further investigation where required.
- Judgement & Decision making - able to demonstrate confidence in ability to use sound judgment to reach conclusions.
- Ability to work to tight deadlines and managing a team to deliver within statutory service standards.
- Personal Accountability - able to take personal responsibility for the quality and timeliness of work and able to achieve results with little oversight.
- Influencing and negotiation skills able to convince others to own expressed point of view and gain agreement.

Desirable
- Confidence to present recommendations to Senior Leaders and FCA committees.
- Knowledge of FCA systems.

About the FCA

At the FCA, we’re creating a fair and more resilient financial system. We’re establishing more transparent relationships between financial services and their customers, building trust in financial markets and protect



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