Complaints Policy Manager
Core
Lead a team of technical experts to shape and improve the complaints policy framework, ensuring processes meet regulatory expectations and deliver fair customer outcomes.
Role type
Senior manager of complaints policy and team leadership
Builds
Complaints policy framework, governance controls, and team capabilities
Domain
UK Financial Services / Regulatory Compliance
Required skills
UK complaint-handling regulations (FCA DISP, FOS), team leadership and coaching, regulatory governance and audits, stakeholder influence, strategic planning, data-driven improvement
Preferred skills
Experience with complex complaint handling, cross-functional partnership, balancing operational and strategic priorities
Technologies
FCA DISP handbook, FOS systems
Responsibilities
Lead, coach, and develop a team of Complaints Lead Experts; Own and improve the complaints policy framework; Provide oversight on complex complaint handling issues; Use insights from QA and FOS outcomes to drive strategy; Partner with Product, Legal, Risk, and Compliance; Lead response to regulatory developments and audits; Oversee regulatory disclosures and legal escalations
Seniority
Senior, hands-on IC with team leadership