Regulatory Team Lead: Customer Outcomes & QA

Synergize Consulting Limited; Sunderland; On-site; GBP 26,000 - 32,000; Full time

Job summary

Synergize Consulting Limited is seeking a Regulatory Supervisor to join the Regulatory Team supporting a major UK high-street banking operation. The role focuses on delivering fair, compliant customer outcomes while leading and developing a team in a regulated financial services environment.

You will drive quality assurance, governance and investigations, with emphasis on RCA and continuous improvement. The position is onsite in Newcastle upon Tyne and requires strong leadership and stakeholder

Qualifications

• We are looking for candidates with leadership experience in a regulated setting.
• Strong communication and stakeholder management skills are essential.
• Focus on customer outcomes and data-driven decision making.

Responsibilities

• Lead, coach and develop a team of Regulatory Agents.
• Provide regular coaching, feedback and development to support colleague capability and performance.
• Allocate and manage regulatory team workload.
• Review customer complaints and ensure fair, consistent and compliant outcomes.
• Oversee Quality Assurance and Customer Outcome Testing activities.
• Carry out Root Cause Analysis (RCA) to identify trends and improvement opportunities.
• Support customer escalations and complex regulatory cases.
• Produce governance reporting and management information.
• Prepare for and facilitate regulatory meetings, including RCA reviews and calibration sessions.
• Build relationships with operational teams and key stakeholders.
• Monitor risk, compliance and customer outcome measures.
• Contribute to continuous improvement across the operation.
• Work towards performance objectives at individual and team levels.

Skills

Leading teams

Regulated environment

Stakeholder management

Customer outcomes

Data analysis

Quality governance

Attention to detail

Accountability

Performance management

Job description

Synergize Consulting Limited is seeking a Regulatory Supervisor to join the Regulatory Team supporting a major UK high-street banking operation. The role focuses on delivering fair, compliant customer outcomes while leading and developing a team in a regulated financial services environment.

You will drive quality assurance, governance and investigations, with emphasis on RCA and continuous improvement. The position is onsite in Newcastle upon Tyne and requires strong leadership and stakeholder