Head of Complaints

An opportunity has arisen for a Project Manager to join a large scale complaints programme within the bank. The Project Manager will provide leadership across a programme of complaints projects, ensuring adherence to agreed governance, cost and timescales. The projects are part of continuous improvement initiatives aimed at ensuring consistency across all complaints handling processes.

The Project Manager will establish the overall programme of Complaints Policy and Standards Implementation. You will oversee numerous projects simultaneously, including regulatory and internal, as well as ensuring stakeholder relationships, governance and reporting is to the highest standard. The Project Manager will be managing and mentoring two members of the team.

The successful candidate will be an experienced Project Manager with a strong banking background. You must be experienced in successfully delivering projects in the complaints area. You will have advanced communication and influencing skills, be a strategic thinker with good intellect and ability to focus on business objectives on a programme wide basis. You must have a track record of leading successful change programmes and an up to date knowledge of relevant FCA regulations and recent changes to these. Knowledge of control and governance frameworks would be beneficial. It is essential that this experience is within a banking background.

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