Directly manage, support and develop a team of Complaints Officers, ensuring they achieve individual and group KPIs and high standards in line with FCA regulations.
Bring proven experience in fast-paced, evolving financial services environments embracing ambiguity, managing multiple priorities, and guiding your team through periods of significant change.
Champion the use of AI models and data analytics within the team, using these tools to allocate workloads, identify efficiency opportunities, and deliver actionable insights.
Regularly review management information and team outputs, using data to monitor trends, proactively identify possible issues, and fuel continuous improvement both in customer outcomes and operational processes.
Foster a culture of innovation, collaboration and professional development, coaching your team to leverage technology and new data sources to enhance their impact.
Build strong relationships across Operations and Product, ensuring feedback from your team translates into meaningful business change.
Ensure robust quality assurance practices are embedded, ensuring that your team maintains consistency in decision making and are following applicable processes.
Take the lead in responding to escalated or high-risk complaints, modelling exceptional standards of professionalism, communication and judgement.
Keep up to date with industry regulation (particularly FCA and DISP) and best practice, ensuring your team operates with integrity and good consumer outcomes always at the forefront.