Summary of role
An 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.

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

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

Regulatory 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.