Head of Complaints
Head of Complaints
£65,000 to £80,000
Birmingham
My client is a leading financial services organisation, with operations in Business, Corporate and Commercial Banking.
Provide strategic leadership, direction and support to all dedicated complaint handling teams and supporting functions within the banking division to deliver complaint handling excellence for all customer complaints with accountability for demonstrable, fair and consistent customer outcomes, service excellence, developing capability, optimal operational efficiency, effective management of budgets and resources and compliance with all regulatory requirements and Group Policy Standards.
Essential Experience
We are looking for an experienced Head of Complaints within banking or financial services
Must have experience and extensive understanding of the regulatory environment for complaint handling pertaining to large, complex financial services organisations including working knowledge of key regulators, key requirements, financial services legislation and regulations
Ability to communicate and influence at executive level within the organisation and externally with regulators, trade associations and peer external organisations
Significant experience of developing and applying effective operational and compliance risk control frameworks within large/complex business functions.
Experience of leading a diverse team as part of a wider function, continuously motivating and developing a team
Experience of scoping, designing and leading bespoke business initiatives with the ability to present findings, solutions and progress updates to senior and executive decision-makers and stakeholders
Please contact Sukhi Kaur for more information on 0121 230 1495
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