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Head of Complaints and Risk Management

2 months ago

Reigate, Surrey, United Kingdom esure Full time
Job Description

We are seeking a highly skilled and experienced professional to lead our Customer Relations teams and oversee our Ops Risk and Control Team. As the Head of Complaints and Risk Management, you will be responsible for creating a culture of continuous learning, reviewing and challenging processes, identifying improvements, conducting RCA and implementing change while tracking the output to ensure FCA complaint guidelines and timescales are being adhered to.

Key Responsibilities:
  • Complaints Handling: Ensure company-wide adherence to complaints handling process, in line with FCA complaint handling rules and best practice.
  • Leadership and Collaboration: Be a primary point of contact for senior leadership regarding complaints management and resolution, including presenting data and trends on a regular basis.
  • Reporting and Compliance: Ensure reports demanded by FCA are accurately completed and submitted on time.
  • Compensation and Logging: Develop appropriate compensation guidelines for use by the business and ensure the logging and monitoring of all compensation payments.
  • Continuous Improvement: Collaborate with our teams to deliver and maintain a continuous improvement cycle, understanding root cause, driving efficiencies, improvements and reporting on efficiencies.
  • Data Culture: Drive a data culture within your area and utilise data analytics to drive process improvements and decision-making.
  • Team Management: Drive a highly productive and high performing team, delivering agreed KPI's and driving esure's culture throughout the team and department.
  • Workflow Optimization: Implement efficient and innovative workflows to enhance the customer complaint journey.
  • Audit Management: Manage/ facilitate all Audit activity within Operations, ensuring all deadlines are achieved and follow up actions are tracked and delivered on time.
  • Representation: Represent Operations at business Risk and Customer forums, providing insight, outputs and milestones.
Requirements:
  • Leadership Experience: Experience within a Lead or Head of role managing Complaints functions, driving high performance and delivering tangible results for a business and its customers.
  • Complaints Handling Expertise: Extensive knowledge of complaints handling and processing within a regulated environment.
  • Regulatory Partnerships: Proven experience managing relationships with external regulatory partners including the FCA and Financial Ombudsman Service (FOS).
  • Data Analysis: Data driven with the ability to create complex reports for internal and external partners (such as the FCA / FOS).
  • Internal Audit: Significant exposure to internal audit risk assessment programmes and quality review planning, review methodology and feedback techniques.
  • Change Management: Someone who embraces change and can navigate a team through this effectively.
  • Collaboration: The ability to collaborate with colleagues of all levels and partner with exec / board level.