Head Of Complaints - Life And Pensions

Sanderson Recruitment Plc; Easter Howgate; On-site; GBP 70,000 - 90,000; Full time

Job summary

A prominent recruitment firm is seeking a Head of Complaints to lead a dynamic Complaints function within a Business Process Outsourcing setting. The role involves managing 150 staff across multiple locations and ensuring regulatory compliance. The ideal candidate has substantial experience in Financial Services and is capable of driving strategic growth in a pressurized environment.

Qualifications

• Experience in a heavily regulated environment adhering to FCA complaints process.
• Ability to think, plan, and build strategies for Complaints functions.
• Excellent experience leading and developing large teams.

Responsibilities

• Manage approximately 150 staff across multiple sites.
• Ensure compliance with FCA processes and regulations.
• Devise and execute the Complaints strategy for the client.

Skills

Significant experience in a Head of Complaints position within the Life and Pensions industry

Experience leading large Complaints functions

Excellent stakeholder management and client facing skills

Experience of Change/transformation management

Resilience under pressure

Job description

Overview

Head of Complaints - Life & Pensions or Financial Services

Our client, a large, renowned and specialist Business Process Outsourcing provider, is currently looking to hire a Head of Complaints for a brand new role working across their fastest growing Life and Pension's account.

This is a fantastic opportunity for a Head of Complaints to continue to enhance a dynamic Complaints function and take the operation to the next stage of its evolution. This will involve building capability, driving excellence and setting up a sustainable, long term growth strategy across the entire client landscape. As the Head of Complaints you will be responsible for managing c. 150 people across multiple UK sites, ensuring compliance with FCA processes and regulations, and devising and executing the overarching Complaints strategy and ongoing capability for my client\'s flagship customer.

You will have the following key skills/experience:

• Significant experience in a Head of Complaints position within the Life and Pensions industry or the wider Financial Services sector. The client would also be excited by Telecommunications and Utility industry backgrounds where the candidate is interested in a move into FS and bringing with them experience of operating at a more senior level and scale.
• Any experience of working as a Head of Complaints within a large BPO or Outsourced solutions provider, or facing off to multiple clients within a Life & Pension s/Financial Services Organisation will be highly sought
• Experience leading large Complaints functions comprised of onshore and offshore teams of 150+ people
• Significant experience of operating within a heavily regulated environment and adhering to the FCA regulated complaints process
• Experience of Change/transformation management and delivery
• Resilient, driven and calm, accustomed to working within time constrained and pressurised environments
• Excellent stakeholder management and client facing skills
• The ability to think, plan and build strategically - need to relish driving the Complaints strategy
• Excellent experience of leading, developing and nurturing large teams to achieve excellence - part of the role will be establishing a Complaints Centre of Excellence across the wider organisation

This opportunity represents the chance for a Head of Complaints to continue to build and shape a Complaints function, driving and developing the Complaints capability for a renowned Business Process Outsourcer\'s flagship client at significant scale.

Reasonable Adjustments

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.