Senior Complaints & FCA Compliance Manager

Wesleyan; Birmingham; Hybride; GBP 68 000 - 83 000; Plein temps

Avantages offerts par ce poste

Annual bonus

28 days holiday + culture day

Flexible hybrid working

Pension scheme matched +2%

Underground parking in Birmingham

Salary sacrifice schemes

Enhanced family leave & volunteering

Résumé du poste

Wesleyan seeks a Complaints Manager to lead resolution of escalated complaints across the business, ensuring FCA and FOS compliance and timely, fair outcomes. You will provide data-driven insights, RCA and thematic reviews to reduce future issues.

The role requires senior-level experience in financial services complaints, strong stakeholder gravitas, and the ability to coach the team. Hybrid working with Birmingham office is available.

Qualifications

• Experience in financial services in an operational, compliance or complaints role at senior level.
• Knowledge of FCA DISP rules and complaints handling.
• Understanding of pensions, investments and protection and PPG products.
• Proven coaching and staff development capability.
• Strong stakeholder management and ability to challenge senior colleagues.
• Excellent written and verbal communications.
• Ability to drive change and manage competing priorities.

Responsabilités

• Lead pan-society escalated complaints to ensure fair customer outcomes.
• Ensure timely regulatory returns and complaints MI reporting.
• Present board reports to Exec committees and risk groups.
• Drive a cross-society Complaint Action Group for better outcomes.
• Mentor the complaints team to improve efficiency and resolution times.
• Be the POC for Exec and SLT on complaints matters and communications.
• Oversee remediation actions and alignment with FCA/FOS guidelines.

Connaissances

Stakeholder management

FCA DISP knowledge

Senior complaints experience

Pensions investments protection

Coaching and development

Change management

Communication skills

Customer service focus

Influence and leadership

Problem solving RCA

Description du poste

Wesleyan seeks a Complaints Manager to lead resolution of escalated complaints across the business, ensuring FCA and FOS compliance and timely, fair outcomes. You will provide data-driven insights, RCA and thematic reviews to reduce future issues.

The role requires senior-level experience in financial services complaints, strong stakeholder gravitas, and the ability to coach the team. Hybrid working with Birmingham office is available.