woman using a headset

Complaints Technical Ops Manager

Knowledge

To provide assurance to the accountable business unit that business processes and services can be recovered to agreed levels and timeframes in the event of a critical event

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 at a functional level, and act as a point of referral at a business wide level , for complex complaints and related enquiries

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

Significant and demonstrable experience within the Insurance industry

Knowledge and understanding of FCA complaint requirements (DISP)

Skills

Delivery of complaint resolutions, through coaching and quality assurance activity, which consistently provide a good customer outcome, ensuring customers are treated fairly

Continually demonstrate competence, through initial accreditation and ongoing achievement of satisfactory Quality Assurance results

Identify and implement opportunities to develop others, contributing to an effective succession plan, and maximising people capability to support talent pipeline

To be accountable for identified risks and issues associated with insert department DR/ BCP planning, testing and compliance

Accountable for BCP process compliance within Customer Assistance, including co-ordination of departmental communication

Ownership for and management of the Professional Indemnity Register, liaising with internal and third party stakeholders to ensure that high risk/cost cases are appropriately escalated and managed, and that relevant and meaningful MI is produced and utilised to support performance improvements

Pro-active involvement in the embedding of complaints expertise and understanding across the Distribution network, through engagement and open dialogue

Contribute to the provision of MI, the analysis of information to provide insight at a functional level and to utilise findings to further improve performance, consistency and processes where applicable

Maintenance of the Financial Ombudsman (FOS) Register, ensuring an accurate record is maintained, relevant MI is produced and analysed, and that outputs from FOS cases are utilised to support ongoing learning throughout the Complaints function and wider Distribution network. Where required, act as a point of escalation and liaison for FOS cases, both internally and with FOS representatives.

Behaviours

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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