About This Role

Summary of the role

What you will be doing

• Lead and manage the complaints and FOS functions to deliver excellent service to clients, customers and colleagues as defined by policy, contract, regulation, legislation and company strategy.
• Manage the operational budget for the function, develop departmental plans and control resources
• Establish and maintain strong client relationships to support a client partnership approach to mutual commercial benefit.
• Liaise with the Client over any identified policy changes relating to the Complaints Function to gain agreement and present the implications of any change
• Lead, develop and direct the Complaints Team Operations Managers by appropriate performance management and development of standards and practices and by continuous and active employee engagement.
• Coach, mentor and develop direct reports to ensure effective and consistent operational delivery, governance, risk management, best practice and shared culture
• Identify and deliver improved Operations efficiency using technology drivers including BaNCS and automation and systems thinking techniques.
• Lead change and/or technical projects on behalf of the Complaints function
• Ensure that the wider Operations account teams are aware of complaints identification and handling,
• Provide technical expertise to the specific Operational areas in complaints resolution to ensure a fair customer outcome.
• Work with the Head of Complaints Oversight to ensure all Operations complaints management is consistent and in line with regulatory requirements, providing the relevant evidence to allow quality oversight from said function.

What we are looking for

• Proven high levels of interpersonal and communication skills
• Leadership, influence
• Able to work effectively under pressure and a successful track record of managing at a senior level
• Has worked for an FCA regulated company.
• Strong technical understanding of the life and pensions industry and its regulatory regime
• Complaints experience

The hiring manager to contact is: Yousef Salah Email: yousef.salah@diligenta.co.uk

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