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Complaints M&A Lead


Experience leading, or contributing to, regulatory themed projects.

Application of knowledge and expertise in the review of process, procedures and policies, striving for continuous improvement

Previous experience in an Operational Management role, preferably in either regulated financial services or a Complaints specific role.

Knowledge of existing control frameworks, and an understanding of key risk indicators within a regulated complaints handling environment

Continuous Personal Development through pro-active awareness of industry best practice and regulatory change, and implementation of change to ensure ongoing regulatory compliance

Provide oversight and act as a point of referral at M&A business level , for complaints activity and related enquiries

Capable of using all internal business systems and strong awareness of processes

Demonstrable experience within the Insurance industry


Pro-active liaison with acquisition counterparts, and the wider Atlanta business key-stakeholders, through engagement and open dialogue to deliver against key priorities and objectives

Support the onboarding of M&A businesses specific to Complaints activity, including but not limited to policy, process, training, systems and approach

Achievement of Complaints operational excellence, through effective gap analysis, and development/delivery of plan to address gaps identified, delivering alignment with Atlanta best practice approach

Completion of pre-contract due diligence on M&A complaints activity to provide assurance on regulatory compliance and performance against operational KPI’s

Proven interpersonal skills and the ability to build effective working relationships with stakeholders at all levels.

Contribute to the provision of MI, and the analysis of information to provide insight at M&A business level, and to utilise findings to further improve performance, consistency and processes where applicable


Takes accountability of own performance

Continuous improvement

Customer Experience

Collaborates well with others, demonstrating an enthusiasm to support others in creating an improved/efficient service to our customers.

Adaptable and pragmatic in light of change.

Enthusiasm, Positivity and Resilience in difficult situations.

Deliver results

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