Head of Member Services - Transformation

HEAD OF MEMBER SERVICES - COMPLAINT HANDLING - FINANCIAL SERVICES

Lead development of Group wide complaint management strategy, including Regional Brands and Third Parties, ensuring maintaining an industry wide leading edge reputation. This is a key control function with responsibility for client's complaint handling, Embedded within the Group Customer Conduct Risk Management framework.

OVERVIEW OF THE HEAD OF MEMBER SERVICES CONTRACT ROLE

- Responsible for the strategic direction for Member Service in a regulatory extrinsic environment and leading and developing an agile team to respond to the ever-changing climate
- To lead a department of c350 specialist compliant handlers and accountable for £40m budget to minimise the financial exposure from PPI and complaints across the group.
- Accountability for Complaints key control function, assurance team and associated frameworks including the development and management of governance and control of complaint handling Group-wide.
- Responsible for owning, managing and controlling Group-wide ex-graita payments budget
- Accountable for delivering regular FCA regulatory complaints MI (monthly and half yearly) and providing complaints input to FCA thematic review information requests
- FCA requirement to assume and be accountability for complaints Quality Assurance checking group wide.
- As a key member of the Customer Experience senior leadership team contribute to broader strategic direction of Customer Experience.
- Responsible for planning, organisation and control of dept. and project resources manpower, budgets, structure, roles, risk etc, delivering complaint governance Group-wide and operational management of specialist complaints.
- Accountable for management of the Group's FOS relationship and Group wide lead on FSA relationship (complaints)
- Accountable for management of Member Service specialist complaint operations with teams of specialist complaint handlers managing regulated investment and mortgage complaints, Group response/defence to cases escalating to FOS and Exec function supporting the Chairman and CEO
- Accountable for developing and management of Group wide T& C complaints frameworks (including development and delivery of Group complaint training material) ensuring all front line and specialist complaint handlers training needs are met and they are demonstrably competent in role.
- Using knowledge obtained through governance work and operational complaint management ensure Member Service challenges and influences decision making in Group Products and Marketing both in relation to new and existing products/services

KEY SKILLS REQUIRED FOR THE HEAD OF MEMBER SERVICES ROLE

- Leadership experience at a senior level
- Experience of leading large scale transformation programmes
- Background in guiding and shaping large teams to deliver changes to strategy and policy
- Experience of dealing with regulators
- Ideally understanding of financial services
- Extensive understanding of complaint handling regulation
- Experience of managing large function
- Demonstrable experience of leading a risk and control function
- Proven ability to think and act strategically
- Stakeholder management - at senior levels including ExCo
- Presentation and communication (written and verbal)
- Decision maker - demonstrable ability to "think outside the box" and make challenging decisions to protect image and reputation

The role is based in Wiltshire this is commutable from London, Oxon and Midlands

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