Complaint Operations & Compliance Lead

AIG Europe S.A. (U.K. Branch) & American International Group UK Ltd; Greater London; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Total Rewards Program

On-site working in London

Job summary

American International Group, Inc. (AIG) invites applications for the Complaint Operations and Oversight Officer role.

You will manage Financial Ombudsman Service correspondences, coordinate the Complaint Champion network, and ensure accurate GCMS records while supporting the Head of Customer Relations in delivering key projects. You will oversee CRT administration, TPA reporting, and weekly root cause analysis, with strong FCA DISP knowledge and stakeholder engagement across the team and

Qualifications

• Awareness of FCA regulatory framework DISP.
• Excellent communication skills, written and verbal.
• Effective time management; multi-tasking under deadlines.
• Ability to work within a team and with internal/external stakeholders.
• Self-managed, proactive, problem-solver with a can-do attitude.
• Strong interpersonal and written communication abilities.

Responsibilities

• Manage Financial Ombudsman Service correspondence and support the complaint handler.
• Oversee the Complaint Champion network: onboarding, communications, training and refresher requirements.
• Manage CRT administration: shared mailboxes, diaries, minutes, rota and FOS invoices.
• Maintain accurate complaint records in GCMS and perform regular data cleansing and reporting.
• Oversee TPA complaint reporting and bordereaux, ensuring timely submission and accuracy in GCMS.
• Conduct weekly root cause analysis and report updates to Head of Customer Relations.
• Monitor compliance with FCA complaint handling procedures and regulatory requirements.
• Provide operational support to the Customer Relations Team, including telephone cover.
• Support Head of Customer Relations with projects and broader operational activity.

Skills

FCA DISP awareness

Stakeholder communication

GCMS data entry

Job description

American International Group, Inc. (AIG) invites applications for the Complaint Operations and Oversight Officer role.

You will manage Financial Ombudsman Service correspondences, coordinate the Complaint Champion network, and ensure accurate GCMS records while supporting the Head of Customer Relations in delivering key projects. You will oversee CRT administration, TPA reporting, and weekly root cause analysis, with strong FCA DISP knowledge and stakeholder engagement across the team and