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Our client is a leading financial services provider with a strong global presence. Due to expansion they are seeking a Complaints Manager to lead their London based Complaints team. Key duties and responsibilities of the role are as follows;

*Manage, amend and lead conformance testing of the company complaints policy across all businesses.
*Represent the company at industry and regulatory level effectively regarding the complaints agenda when appropriate.
*Develop a comprehensive knowledge and insight into industry trends and regulatory standards regarding effective complaints handling.
*Act as Secretariat to the executive complaints committee.
*Lead and provide strategic direction, ensuring the efficient running of and optimisation of the FOS regulated complaints function.
*Generation of reports and drafting of insight material for company executives and delegates as required.
*Responsible for quarterly reporting to company senior management.
*Work with colleagues to safeguard the business and provide a world class customer service.
*Produce accurate and timely management information for senior stakeholders including external regulators;
*Oversight and direction regarding the global implementation and rollout of a new complaint management system.
*Support senior management, deputising as required in all regulatory discussions.

Ideally you will be of graduate calibre and have at least seven years complaints experience gained within the financial services sector. It is envisaged you will have a deep understanding of the relevant regulatory environments along with applicable governance, compliance and risk policies. Lastly, it is desirable that you have proven management experience and be able to communicate effectively at all levels.

Please contact Clem Cull on 0207 065 1224 for further information.

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