Operations Regulatory Compliance & Complaints Manager

Summary of role

An Operations Regulatory Compliance & Complaints Manager  plays a crucial role in ensuring a company adheres to all relevant laws, regulations, and internal policies while also overseeing the effective management of customer complaints and ensuring a positive customer experience. This role involves a blend of strategic oversight and operational execution, requiring strong analytical, communication, and problem-solving skills.  

Requirements

Primary responsibilities

Regulatory Compliance: 

1. Staying current on relevant FCA guidelines, regulations, and industry standards and advising the organization on compliance.
2. Developing, implementing, and monitoring compliance programs and policies.
3. Conducting risk assessments and developing strategies to mitigate identified risks.
4. Preparing and submitting reports detailing compliance against regulatory standards.
5. Collaborating with internal and external stakeholders, including regulators, for compliance matters.

Complaint Management: 

1. Overseeing the efficient and effective resolution of customer escalations and complaints, ensuring timely and compliant handling.
2. Investigating complaints, identifying root causes, and recommending improvements to reduce future complaints.
3. Maintaining complaint registers, analyzing trends, and reporting on findings.
4. Ensuring fair treatment of customers and championing a positive customer experience.

Skills required

• Strong analytical, problem-solving, and communication skills are essential.
• Experience working with FCA regulations and guidelines in environments that utilise regulated agreements such as Consumer loan or hire agreements ,
• Excellent communication skills including presentation and written report writing.
• Strong customer service skills
• Ability to be a team player, and work well under pressure
• Problem solving and conflict resolutions skills.
• Strong communication skills

Experience required

• Minimum 1 years experience in similar role
• Minimum 1 years experience in FCA Regulatory Compliance
• Capable of preserving confidential or sensitive information
• Experience of conflict resolution
• Experience in resolving complaint issues
• Experience developing and implementing internal policies and process to improve customer experience

Personal attributes (person specification)

• Someone who lives the company values
• Ability to make informed and timely decisions
• Someone who analyses a situation and develop effective solutions
• Finds innovative solutions to overcome challenges
• Ensures accuracy in all communications

Software knowledge and level of proficiency

• MS Excel - excellent knowledge
• MS Outlook - very good knowledge
• MS Word - very good knowledge
• MS PowerPoint - very good knowledge
• Scheduling software - good knowledge
• CRM - good knowledge

Benefits

• Competitive salary
• A bright, modern and open plan office
• 23 days holiday plus 8 bank holidays
• Contributory pension
• Company bonus scheme
• Life assurance