Head/Director of Complaints Performance & Improvement

A fantastic director level role working for a leading global bank.

The GCOO Head of Complaints Performance Analysis & Improvement leads the organisation's GCOO's Treating Customers Fairly (TCF) agenda, setting the strategy for TCF within GCOO and driving performance against set targets.

* The scope encompasses all aspects of TCF, but with a principle emphasis on using analysis to drive performance in complaints management.
* The overall purpose of the role is to ensure that GCOO aligns its Balanced Business Plan TCF and complaints management goals with those of the wider businesses (taking due account of both internal and external drivers) and then delivers against them.
* Implicit within this is to set the strategy for TCF and complaints management within GCOO, ensure this is aligned with wider goals, and gain agreement to and socialise the strategy within GCOO.
* Also implicit with this is to ensure the delivery of the right outcomes to our customers.
* The role holder is accountable for complaints performance analysis and improvement globally, and for leading Treating Customers Fairly (TCF) analysis, reporting and improvement for Global Chief Operating Office (GCOO).
* The complaints accountabilities of this role include interpreting internal and external (regulatory) drivers to establish and embed appropriate and commercially based performance targets, to track and report progress against these to various Senior Executive audiences, and to lead interventions to keep performance delivery on track and to co-ordinate organisation-wide responses to new challenges.
* The role is also responsible for complaints governance, shaping communicating and ensuring compliance with the Group Complaints Policy and regulatory requirements, instigating appropriate improvement activity in response to new policy and/or regulatory principles/rules, and where required to remediate any gaps in compliance.
* For TCF, the role holder is responsible for leading the activity in GCOO to continually reinforce our commitment to transparent compliance with TCF principles through a combination of education, reporting, oversight, issues management and targeted interventions.
* In addition to the technical requirements, this role is a senior leadership role, with responsibility for a small core team, but also virtual leadership across a wider community of complaints and TCF management colleagues and teams across the organisation.
* The scope of this role is global, covering all aspects of TCF and complaints management policies, processes and goals in all our global businesses (both insourced and outsourced) in all geographies.

Key Accountabilities:

# Complaints Performance Analysis and Improvement

* Lead, in conjunction with GCOO Strategy and the Head of Complaints Handling, the identification and implementation of opportunities for enhancement of our operating model to deliver against the future requirements of the business as defined in our MTP and Balanced Business Plan.
* Define and maintain a set of complaints KPIs that allow for transparent measurement of our customer/operational performance and provide early warning of potential emerging issues.
* Identify and drive through opportunities to improve complaints management performance across our customer, company (cost), colleague, citizenship (reputation) and control lenses.
* Govern and co-ordinate a rigorous and consistent approach to root cause analysis, identify underlying causes and solutions to eliminate/reduce complaint volumes and to address any shortcomings in promptness and/or quality of handling.
* Seek out and deploy internal and external best practice and exploit synergies between the different parts of our organization.
* Provide direction and support to our complaint handling teams on continuous improvement to policy, process and people related topics, acting as subject matter expert and design authority for all matters relating to complaints handling.
* Ensure all internal and external complaint management reporting and analysis commitments are met, providing relevant stakeholders accompanied by appropriate insight and recommendations.
* Act as business lead and accountable executive for various Group wide complaints performance improvement initiatives, eg root cause and complaints volume reduction initiatives, implementation of enhanced quality assurance processes, etc.

# Complaints Governance

* Lead the Cluster Complaints Forum on behalf of the Complaints Accountable Executive, and represent the organisation on relevant Group governance for a (UK Complaints Forum, Group Complaints Forum, UK Executive Complaints Steering Committee).
* Ensure that complaints handling is compliant with all relevant policy, legal, regulatory and compliance requirements.
* Own and oversee the FSA complaints reporting process for the organisation, ensuring that our submissions are accurate and delivered on time, and with appropriate supporting communications, internally and externally.
* Lead the business engagement on UK regulatory responses and providing input into regular review meetings with the Financial Ombudsman Service (FOS).

# Global COO TCF Management

* Set the strategy for TCF management within GCOO, ensure this is aligned goals, and gain agreement to and socialise the strategy within GCOO.
*To qualify, you will need to have done this role or very similar before*

Allegis Group Limited and Aston Carter Limited operate Employment Businesses and Agencies and are companies within the Allegis Group Inc. group of companies, the fourth largest staffing company in the world, (collectively referred to as the "Allegis Group"). TEKsystems and Aerotek are divisions of Allegis Group Limited. Applicant data will be treated in accordance with the Allegis Group's Privacy Notice.