Leading International Financial Services Company is currently seeking a Complaints Quality Manager. 

Role: 

Responsible for the Quality of our Clients Complaint Handling to Regulatory and Business Standards. Reporting the results of quality measurement and  identifying instances of underperformance. Working in partnership with management on strategies to improve results and continuously monitoring standards and quality checking processes to ensure they are fit for business purpose and meet regulatory requirements. 

Resposibilities: 

• Ownership of Complaints Handling Quality Standards, both at Front Line Level and Central Team to FSA and Business standards
• Monitoring KPIs and feeding back performance to business areas
• Ownership of the Complaint Quality Checking Process
• Ensuring that a regular schedule of quality checking takes place to identify risk areas
• Ensuring that adequate management checks of complaint handling quality are in place and documented
• Production and circulation of regular MI on quality checks for operational managers and senior management
• Working in partnership with operational managers on remedial strategies where underperformance occurs. 
• Liaising with Operational Risk, Audit & Compliance, keeping them updated on current issues and actions agreed
• Continuously monitoring standards to ensure they are fit for business purpose and meet regulatory requirements
• Presenting the results of quality checking Senior level and gaining commitment for action where appropriate
• Working with business to create complaint handling and customer facing letters
• Designing and rolling out complaints handling satisfaction surveys to be fed into individual performance measures

 Requirements: 

·         Must have a Financial Services background and Strong planning & organisational skills·         A strong and confident communicator with strong Presentation Skills and Verbal & Numerical Reasoning Skills·         Excellent report/letter writing skills and ability to analyse data and identify patterns and trends·         Strong negotiating and influencing skills·         Strong Creative Thinker, able to translate data into meaningful information·         Strong Networking Skills·         Assertive Skills – able to say No and challenge current practices and ability to persuade Managers ·         Quality Monitoring background preferred 

Salary: