Leadership Position

1 week ago


Brentwood, Essex, United Kingdom Shawbrook Bank Full time
Company Overview

Shawbrook Bank is a financial institution that provides a wide range of products and services to customers. Our business model combines deep human expertise with advanced digital capabilities, allowing us to deliver a premium experience to our customers.

Job Description

We are seeking an experienced professional to lead the delivery of effective Complaint and Dispute handling for Shawbrook Bank. This involves liaising with the Financial Services Ombudsman (FoS) and leading a team to ensure good quality and fair outcomes for customers. The role requires ensuring effective case resolution for both core complaints and remediation activities, managing relationships with third-party partners, and benchmarking industry standards to meet regulatory requirements.

The successful candidate will have experience in managing complaints in a financial services organization, understanding of Consumer Duty Principles, and numerate skills to analyze and present data. They will also have a good understanding of the Shawbrook business and service delivery, as well as 1st line risk management in a bank-wide policy.

Required Skills and Qualifications
  • Experience in managing complaints in a financial services organization
  • Understanding of Consumer Duty Principles
  • Numerate skills to analyze and present data
  • Good understanding of the Shawbrook business and service delivery
  • Good understanding of 1st line risk management in a bank-wide policy
Benefits
  • Market-leading family-friendly policies, including access to maternity, adoption, and paternity policies from Day 1
  • Free access to Headspace and Peppy digital health apps
  • EAP (Employee Assistance Programme) offering support on various subjects
  • Cycle to work scheme and discounts on gym membership
  • Minimum of 27 days holiday per year, option to buy or sell holiday days through our flexi-holiday scheme, and access to discounts on high street and online brands
  • Community support and charitable giving
Salary

The estimated salary for this position is £65,000-£80,000 per annum, depending on location and experience.



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