Role Information:
Complaints Manager (requires Voice & Non-Voice Support)
Hours: FTC, 8 hours/day
Location: Infosys London, but will need to travel for client
Work Flexibility: Work from Office role x 5 days
Employee will be working with one of our premier banking clients.
Reporting Line & Basic Expectation:
▪ Will work directly/face-to-face with the Bank's Complaints Team
▪ Will need to be excellent at managing operations, relentlessly driving the workflow forward to ensure timely completion
▪ Will need to be (1) highly responsive (2) have strong organisation skills and (3) have excellent problem-solving skills
▪ Normal spread of business shifts is from 9am to 6pm UK
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▪ Must have prior management experience in managing complaints for a UK bank
▪ Must have a strong customer mindset
Required Skills :
▪ Minimum 12 to 15 years of relevant experience
▪ Must have industry-standard training certification in complaints or customer resolution. Extensive experience in an FCA regulated environment with a strong leadership background is essential
▪ Strong knowledge of regulatory requirements and industry best practices in complaints management
▪ Must have experience with CRM systems and complaints management software
▪ Oversee the end-to-end workflow of all complaints, ensuring timely resolutions in line with regulatory and business standards
▪ Act as an escalation point for all complaints, ensuring that the bank maintains its turnaround time SLAs
▪ Ensure compliance with FCA and internal policies, preparing reports for senior management and regulatory bodies as and when needed
▪ Drive continuous improvement initiatives to enhance processes, workflows and zero backlogs. Analyze the complaints programme data to identify trends & root causes
▪ Identify and manage risks associated with complaints handling, escalating significant issues to senior leadership and supporting/driving operational controls
▪ Ensures effective collaboration with the internal complaints team to maintain the team's confidence and ongoing knowledge of complaint handling best practice
▪ Organised, disciplined in approach, must follow through meticulously and hold others (across departments, and within the team) to account for delivery
▪ Drive innovation in complaints handling processes
▪ Excellent communication, coaching, and data analysis skills with a knack for using new tools and adapting to new technologies
▪ Bring innovation to provide scalable solutions for a high volume programme including leveraging AI and automation capabilities to improve workflow/complaints management.
Educational:
▪ Graduate (15 years of formal education)
▪ Any banking certifications, Six Sigma/Lean/Process Improvement and/or automation projects will be an advantage
▪ Any management related certifications will be an advantage.