Complaints Operations Manager
Complaints Operations Manager
Posted on :
09-01-2025
Employer Active
1 Vacancy
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Job Description
- Lead the delivery of effective Complaint and Dispute handling for Shawbrook Bank across all Products and Services. Including the liaison with the Financial Services Ombudsman (FoS). The role holder will lead Team Leaders and colleagues in the effective delivery of good quality and fair outcomes which demonstrate our Customer Principles and meet regulatory standards.
- Ensure effective case resolution for both core complaints and remediation activities that manages operational and conduct risk in line with DISP.
- Manage the complaint relationship with third party partners to effectively ensure delivery of complaint resolution and FoS escalations.
- Ensure the complaints and dispute operation is operating effectively and efficiently through regular benchmarking across the industry to ensure regulatory requirements are met and the experience is aligned to the Shawbrook principles.
- As part of the Customer Resolution management team ensure the team evolves and remains fit for purpose as complaint and disputes drivers and demands evolve over time.
- Understand and act upon key insights from the resolution of complaints to ensure the team delivers its purpose of removing the causes of complaints.
- Deliver key performance measures around the reduction of complaints effective outcome delivery timely and effective case resolution with risk appetite.
Qualifications :
- Experience of managing complaints in a Financial Services organistion.
- Knowledgeable in DISP and credit related disputes
- Understanding of Consumer Duty Principles in the context of Complaint and Dispute resolution
- Numerate with experience of analysing and presenting data to inform decision making
- Experience in creating updates for Senior Stakeholders
- Stakeholder management expertise
- Good understanding of the Shawbrook business and service delivery
- Good understanding of 1st line risk management in the delivery of a Bank wide policy.
Additional Information :
Your Wellbeing We take your health and wellbeing very seriously by providing a range of benefits to give you and your family peace of mind. These include:
- Market leading family friendly policies such as access to our Maternity Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- EAP (Employee Assistance Programme) Offering you support on a wide range of subjects including financial concerns mental wellbeing and more general queries around family work housing and health
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service
Your Lifestyle Its important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when youre enjoying your leisure time.
- Minimum of 27 days holiday per year
- Option to buy or sell holiday days through our flexiholiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving
Your Contribution Were focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Department / Functional Area
Key Skills
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