Operations Regulatory Compliance & Complaints Manager

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  • London
  • £32,000-42,000 per year
  • Permanent
  • Full-time
  • 24 days ago
  • Apply easily
Summary of roleAn Operations Regulatory Compliance & Complaints Manager plays a crucial role in ensuring a company adheres to all relevant laws, regulations, and internal policies while also overseeing the effective management of customer complaints and ensuring a positive customer experience. This role involves a blend of strategic oversight and operational execution, requiring strong analytical, communication, and problem-solving skills.RequirementsPrimary responsibilitiesRegulatory Compliance:
  • Staying current on relevant FCA guidelines, regulations, and industry standards and advising the organization on compliance.
  • Developing, implementing, and monitoring compliance programs and policies.
  • Conducting risk assessments and developing strategies to mitigate identified risks.
  • Preparing and submitting reports detailing compliance against regulatory standards.
  • Collaborating with internal and external stakeholders, including regulators, for compliance matters.
Complaint Management: * Overseeing the efficient and effective resolution of customer escalations and complaints, ensuring timely and compliant handling.
  • Investigating complaints, identifying root causes, and recommending improvements to reduce future complaints.
  • Maintaining complaint registers, analyzing trends, and reporting on findings.
  • Ensuring fair treatment of customers and championing a positive customer experience.
Skills required
  • Strong analytical, problem-solving, and communication skills are essential.
  • Experience working with FCA regulations and guidelines in environments that utilise regulated agreements such as Consumer loan or hire agreements ,
  • Excellent communication skills including presentation and written report writing.
  • Strong customer service skills
  • Ability to be a team player, and work well under pressure
  • Problem solving and conflict resolutions skills.
  • Strong communication skills
Experience required
  • Minimum 1 years experience in similar role
  • Minimum 1 years experience in FCA Regulatory Compliance
  • Capable of preserving confidential or sensitive information
  • Experience of conflict resolution
  • Experience in resolving complaint issues
  • Experience developing and implementing internal policies and process to improve customer experience
Personal attributes (person specification)
  • Someone who lives the company values
  • Ability to make informed and timely decisions
  • Someone who analyses a situation and develop effective solutions
  • Finds innovative solutions to overcome challenges
  • Ensures accuracy in all communications
Software knowledge and level of proficiency
  • MS Excel - excellent knowledge
  • MS Outlook - very good knowledge
  • MS Word - very good knowledge
  • MS PowerPoint - very good knowledge
  • Scheduling software - good knowledge
  • CRM - good knowledge
Benefits
  • Competitive salary
  • A bright, modern and open plan office
  • 23 days holiday plus 8 bank holidays
  • Contributory pension
  • Company bonus scheme
  • Life assurance

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