Head of Complaints, Customer
1 month ago
Head of Complaints, Customer & Product Risk Specialist, CCOR page is loaded Head of Complaints, Customer & Product Risk Specialist, CCOR Apply locations Halifax Birmingham 125 Colmore Row Glasgow 110 St Vincent Street Bristol Harbourside Edinburgh Port Hamilton time type Full time posted on Posted Yesterday job requisition id 113166
End Date
Thursday 06 June 2024Salary Range
£0 - £0We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job ShareJob Description Summary
JOB TITLE: Head of Complaints & Rectifications, Customer & Product Risk Specialist, CCORLOCATION(S): Edinburgh, Glasgow, Leeds, Halifax, Chester, Birmingham, Bristol
WORKING PATTERN: Our work style is hybrid, which involves spending two days per week, or 40% of our time at one of our Risk Hubs.
We’re looking for a Head of Complaints & Rectifications to lead and create a new function of accomplished compliance specialists that support the Group in adhering with all core regulatory requirements in relation to our complaints and rectifications strategy. Not only will you bring significant compliance experience, but we’re looking for someone innovative and transformational who loves proactively working with business executives to develop new opportunities to better meet customers needs.
Job Description
ABOUT THIS OPPORTUNITY:
As the UK’s largest digital bank, with 27 million customers and 2.2 million shareholders, we’re looking to create a more sustainable and inclusive future for people and businesses, shaping finance as a force for good. This role will play a key part in supporting this transformation.
We’re on an exciting journey and there couldn’t be a better time to join us. We’re putting in place a fresh operating model for non-financial risk management across the Group, empowering our people to take end-to-end accountability for managing the risks that they face
This means we’re changing how we do risk management, creating a team of risk specialists, to provide support aligned to our risk owners and control owners to deliver great customer outcomes
We’re looking for a Head of Complaints & Rectifications to lead and create a new function of accomplished compliance specialists that support the Group in adhering with all core regulatory requirements in relation to our complaints and rectifications strategy. Not only will you bring significant compliance experience, but we’re looking for someone innovative and transformational who loves proactively working with business executives to develop new opportunities to better meet customers needs.
KEY ACCOUNTABILITIES:
- Evidence of being a strong technical expert in relation to Customer complaints, the related DISP handbook, the close link with Consumer Duty and avoiding foreseeable harm as well as reading-across FOS findings. Also being able to apply the technical expertise across in rectifications.
- Keep up-to-date with industry, consumer and market developments, and convert this knowledge into ideas and activities that support the development, ongoing maintenance and embedding of the complaints policy and risk appetite.
- Act as one of the Group’s specialist Conduct & Compliance Risk leads and represent the organisation, building strong relationships with external partners, in particular regulators and other governing bodies.
- Ensure risks are measured, monitored, controlled, and reported on a timely basis and consistently across the Group, and provide independent challenge to risk decisions, as they relate to your specialism.
- Interpret new and existing regulations accurately and adeptly, highlighting the direction of travel and anticipating the impact of the proposed changes across the whole Group.
- Responsible for maintaining the balance between risk-taking and risk mitigation, defining and developing a clear and comprehensive risk appetite that outlines risk tolerances and risk limits.
- Lead the definition and development of appropriate control objectives for Conduct & Compliance Risks. Ensure that the Group’s business processes, systems and activities are conducted in a controlled and compliant manner.
- Establish Key Risk Indicators and Key Control Indicators to track progress and measure the performance of controls, providing appropriate reporting and escalation to senior management and the Board.
- Provide support to risk and control owners to report incidents, exceptions, or non-compliance with control objectives. Take corrective action and implement changes when control objectives are not being met or when existing risks change and/or new risks emerge.
- Continuously monitor the risk landscape for changes to existing risks and identification of new, emerging risks.
WHAT YOU’LL NEED:
- Evidence of being a strong technical expert in relation to customer complaint journeys, the related DISP handbook, the close link with Consumer Duty and avoiding foreseeable harm as well as reading-across FOS findings. And being able to apply the technical expertise across in rectifications.
- Experience of developing and owning group-level policy and setting risk-appetite, with expertise in continuous monitoring and reporting on group exposure.
- Able to demonstrate depth to confidently provide challenge and advice to 1st line Complaints functions and associated platforms
- Experience of RegTech and has utilised technology and data led solutions to deliver enhanced consumer outcomes
- Evidence of demonstrating good and timely decision making that keeps the organisation moving forward and skilfully balances difficult trade-offs with the ability to understand business strategy and opportunity risks.
- Excellent leadership skills with evidence of coaching to go faster by demonstrating commitment to create an environment that builds teams with skills aligned to our Group Strategy and Purpose creating new and better ways for the organisation to change at pace.
AND ANY EXPERIENCE OF THESE WOULD BE REALLY USEFUL:
- Excellent communication skills and the ability to influence at senior levels.
- Inclusive working style that ensures everyone can be themselves in a safe environment.
- Record of delivering results and an awareness of the importance of documentary evidence for key decisions.
- Recognised internally and externally as a Subject Matter Expert and capable of influencing regulatory policy.
- Examples to show how you have used your technical knowledge to ensure the business understands its compliance obligations, including successful oversight and challenge to ensure adherence to Compliance Risk Appetite.
We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual performance-related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 30 days' holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
ABOUT WORKING FOR US:
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative, and it’s why we especially welcome applications from under-represented groups. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
About UsFor over 320 years we’ve been making a difference to the lives of customers, businesses and communities. With us, you’ll be helping Britain prosper.
You’ll be part of an ever-changing industry, playing a key role in shaping the financial services of the future whilst supporting our customers’ changing needs.
For more Flexible Working Options please use the free text search, e.g. job sharing, variable hours, to identify relevant matches.
Our CultureWhat Do Our Colleagues Think It's Like To Work Here? #J-18808-LjbffrWe have other current jobs related to this field that you can find below
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