Consumer Duty Manager

DNA Payments; Greater London; Presencial; GBP 75.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life Assurance

Ride to work

25 days holiday per year

Private Medical

Employee Assistance Programme

Descripción de la vacante

DNA Payments in London is seeking a Consumer Duty Manager to lead the FCA Consumer Duty strategy, oversee customer complaints, and ensure fair outcomes. The role reports to the CEO and collaborates with cross-functional teams to embed regulatory requirements across products and services.

The successful candidate will manage end-to-end complaints, drive root-cause analysis, and deliver MI to senior leadership while supporting audits and regulatory requests.

Formación

• Experience with FCA Consumer Duty and UK consumer protection rules.
• Proven track record in complaints handling within financial services.
• Experience producing Board-level reporting and MI.
• Strong analytical and root-cause investigation skills.
• Ability to work cross-functionally.
• Excellent communication skills.

Responsabilidades

• Own, define and embed DNA’s Consumer Duty framework.
• Review, update and maintain all related documentation.
• Work cross-functionally to produce the annual Fair Value Assessment.
• Identify areas of improvement or poor value and support remediation actions.
• Act as subject matter expert on Consumer Duty and regulatory changes.
• Support delivery of training materials to the DNA Training Team.
• Support provision of regulatory or audit requests.

Conocimientos

Regulatory compliance

Complaint handling

FCA Consumer Duty

Board reporting

Cross-functional collaboration

Analytical skills

Communication skills

Descripción del empleo

Consumer Duty Manager

Department: CEO

Location: London

Reporting To: CEO

Purpose

Manage and oversee DNA’s approach to FCA Consumer Duty including end-to-end management of customer complaints, ensuring DNA deliver fair customer outcomes, regulatory compliance, and continuous improvement across products, services, and communications.

You will be responsible for

Consumer Duty:

• Own, define and embed DNA’s Consumer Duty framework
• Review update and maintain all related (internal and external) documentation
• Work cross-functionally with various business teams to produce the annual Fair Value Assessment
• Work cross functionally with multiple business teams to proactively identify areas of improvement or poor value. Working proactively with the relevant functions to track and support remediation actions.
• Act as subject matter expert on Consumer Duty, including tracking and responding to Regulatory Changes.
• Support the delivery of training (and associated training materials) to the DNA Training Team
• Support provision of any regulatory or audit requests

Complaints

• Manage the complaints process end-to-end as an individual contributor including:
• Responding to all customer complaints and closing/responding in line with Regulatory Timelines (min)
• Oversee root cause analysis, identifying trends and driving remediation and process improvements
• Report complaints MI to Senior Management as required
• Liaise with the Financial Ombudsman Service (FOS) as required

About You

• Strong working knowledge of FCA Consumer Duty related Customer Complaint FCA rules.
• Proven experience in complaints handling and/or regulatory compliance within UK financial services
• Experience producing Board-level reporting and MI
• Strong analytical and root-cause investigation skills
• Experience in working cross-functionally
• Strong communication skills

What’s in it for you?

You’ll work with a collaborative team and will join a fast-growth fintech where you’ll get the chance to learn and develop. If that’s not enough, you’ll also receive the following benefits:

• Life Assurance
• Ride to work
• 25 days holiday per year
• Private Medical
• Employee Assistance Programme

We value ambition, curiosity, and honesty – it’s in our DNA.