Senior Consumer Duty & Complaints Manager

DNA Payments; Greater London; Vor Ort; GBP 75.000 - 110.000; Vollzeit

Benefits dieser Stelle

Life Assurance

Ride to work

25 days holiday per year

Private Medical

Employee Assistance Programme

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Regulatory compliance

Complaint handling

FCA Consumer Duty

Board reporting

Cross-functional collaboration

Analytical skills

Communication skills

Jobbeschreibung

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.