Head of Complaints Operations - Remote, United Kingdom - Talent Hire Group

Talent Hire Group

Verified Company

Remote, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are working with a fantastic financial services client looking for an experienced Head of Complaint Operations.

The role will be to aid on operations of the Client Liaison Division hence seeking an experienced Complaint Operations person who can provide direction and leadership, development and oversite of the complaints team and the Administration Centres.

You will be a natural supporter with an empathetic mindset, be able to demonstrate core cultures in your approach to work.

An excellent communicator who can be engaging and influential, as well as altering your communications to suit your audiences and simplify sometimes sophisticated information.

A people manager who enjoys thinking and operating creatively.

Head of Complaint Operations Responsibilities:

Sets priorities across the area to ensure efficient operations are maintained across all teams and specifically that regulated complaints are resolved fairly, effectively, promptly and in line with regulatory requirements and client outcome philosophy
Acts in line with the FCA conduct standards: to act with integrity, to use due skill, care, and diligence, to be open and cooperative with the FCA and give due regard to the interest of the clients and treating them fairly
Set priorities and objectives for Operations Team
Monitor potential external influences and take appropriate action when risks are presented to the team or the wider reputation of the client.
Provide an exciting environment which encourages the career development of team members.
Ensure the delivery of accurate and timely information from the Administration Centres through effective leadership and the building and maintenance of senior level relationships within thirdparty suppliers
Provide clear direction and consultancy when the complaints experience instructs that intervention is required.
Communicate effectively and sensitively with those involved when dealing with issues and ensure the appropriate follow up and root cause action is taken as needed.
Undertake client meetings if required, demonstrating excellent communication skills and ability to liaise with clients, and the Field Management at all levels, engaging in complicated conversations calmly.
Actively participate in internal and external meetings/groups and ability to understand, articulate, and implement any changes or messages as required
To stay abreast of industry best practice, ensuring the approach continues to evolve and improve.
Set the right tone, always acting in line with the Group's code of ethics and relevant regulatory conduct standards

Special Requirements

Subject matter expert on complaint handling principles, processes, and regulation
Extensive experience within the financial services industry, including in respect of regulated complaint handling
Excellent understanding of regulated complaint handling within financial services
Good technical knowledge of life, pension, investment and mortgage products, taxation, trusts and IHT planning.
CII Level 4 Diploma in Financial Planning (or equivalent).
Direct and lead on serious and highprofile complaints Issues and signoff redress and exgratia payments.

Excellent package and benefits on offer, plus huge potential for personal and professional growth.

Job Type:
Permanent

Salary:
£55,000.00-£60,000.00 per year

Benefits: