Senior Manager - Customer Relations - Risk Management - BFSI

Job Purpose :

- The key purpose of this role is to Lead, develop and deliver strategical objectives across the the Bank's Customer Relations function, driving a robust, controlled environment, ensuring the right processes are in place respond to and report on customer complaints effectively and within FCA & TCF regulatory requirements, whilst also ensuring appropriate and sustainable governance of key performance and risk indicators, capacity and budget.

- This is a specialist role, expected to deliver against strategy and manage, control and reduce risk through appropriate identification and testing of Risk controls through self-assessment. The role holder will have direct line management responsibility and site management responsibility of 2 FTE, with overall responsibility of the Bank's Complain handling function of circa 15 FTE and site management and support responsibility of the RCA function circa 3 FTE. You will be expected to work closely with the UK Root Cause and Assurance Manager, to ensure root cause performance and site requirements are governed effectively The role will involve occasional travel to other Bank's offices and to the UK.

Core Responsibilities :

- Design, drive and lead the execution and delivery of the 3 day complaint handling strategy to meet short and long term business needs and capabilities across the Group.

- Ensure timely identification and communication of risks, emerging risks or business threats at that could influence and impact complaint activity

- Continually identify and implement improvements to achieve both effective and efficient operation of the team and compliance with regulatory requirements working with the Quality Assurance and Change teams to ensure standards are continuously improved making recommendations for process and system changes.

- Develop and maintain a positive, productive, collaborative and professional relationship with key stakeholders across the Bank to ensure the Group adhere to Group complaint handling requirements

- Conduct regular lesson learnt activity where risk events, Compliance, Internal or External Audit have identified risk or control weaknesses for area of responsibility

- Develop, agree and track mitigating corrective action plans through Risk Register and where applicable, RCSA, where emerging risks, risk events have occurred or Ops 1LoD are outside of the Groups approved risk tolerances for area of responsibility

- Be seen as a key SME within the business representing area of responsibility in core working and steering groups.

- Present senior management reporting on area of responsibility and as required present at necessary Working Groups / Committee

- Establish, develop and maintain robust KPIs and KRIs and ensure these are tracked effectively for your area of responsibility

- Produce regular papers for approval at business committees, recommending enhancements for area of responsibility

- Produce accurate and meaningful monthly committee reports on performance

- Prepare and provide regular reporting / status reports against agreed delivery timelines and actions, clearly documenting progress, any risks & issues against the delivery.

- Pro-actively work with a wide range of stakeholders across the Group to report on findings and areas of opportunity identified through risk management assessments Inspire and motivate the Bank's Customer Relations to continuously excel in serving our customers, identify areas of concern and maintain performance in fast pace and ever changing environment.

- Drive the Bank's Fit to Practice scheme, ensuring attestation of regular one to ones, performance and quality observations. Drive key training and development opportunities for your direct and wider reporting line

- Responsible for the Line management and coaching all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment.

- Provide regular development and coaching of direct reports, to support with team growth, development and succession planning

- Where required, respond to escalated Executive complaints and engage with the Executive team to ensure issues raised are investigated timely and accurately.

- Ensure accurate assessments and proactive management of complaint handling in accordance with the agreed service levels and assist with ensuring all Group complaint reporting and metric reporting are accurate and aligned to the FCA & FOS requirements.

- Deputise for Line Manager where required

- Ensure that you and your team fully understand and comply with the organisation's Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.

- Ensure that you and your team fully understand and comply with the organisation's Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed.

- Maintain the company's compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Experience Requirements :

- 5 years previous experience in Operational Management is essential.

- 5 years' experience in delivering business and operational strategy is essential

- 5 years' experience in managing and developing staff is essential

- 4 years previous UK Complaints handling experience and working in a financial services environment is desirable

- 4 years' experience in managing a team and having direct report responsibility or similar is essential

- 4 years' experience in stakeholder management, with people at all levels of an organisation is desirable

- 3 years' experience in a UK Secured loans and second charge lending environment is essential

- 3 years' experience in UK Underwriting (Specialist Lending), servicing and call centre operations is essential

- 3 years' experience in a UK Savings product and processing knowledge and experience is essential

- 3 years' experience in Customer facing / interaction within financial services is desirable

- Responsibilities re Information Security Management System (as per ISO 27001 Certification Requirements)

- Ensure strict adherence to company's security policies and procedures (for ex: Password policy, clear screen and clear desk policy, etc.)

- Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the company.

- Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard).

- Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.

- Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be appropriately trained in Security