Compliance Operations Manager
Core
Manage external dispute resolution complaints and privacy requests for a digital financial services company, ensuring fair outcomes and regulatory compliance.
Role type
Senior IC compliance operations manager
Builds
External dispute resolution framework and customer complaint handling processes
Domain
Financial services / Regulatory compliance
Deliverable
client delivery
Required skills
External dispute resolution (EDR) management, AFCA framework knowledge, privacy request handling, stakeholder relationship building, complaint data analysis, process improvement, risk identification, regulatory reporting
Preferred skills
Financial services experience, legal background, AI tool adoption, automation
Technologies
Customer service and administrative systems
Responsibilities
Manage portfolio of external dispute resolution complaints from investigation to resolution; Prepare submissions to external dispute resolution bodies; Manage privacy inbox requests; Coordinate EDR workflow and case allocation; Analyze complaint data to identify trends and risks; Partner with internal teams to investigate complaints and improve processes; Prepare reporting for governance forums; Support quality assurance and peer reviews; Share knowledge through training and capability development.
Seniority
Senior, hands-on IC