Head of Complaints - Contract

OUR CLIENT, A GLOBAL BANKING ORGANISATION, IS CURRENTLY LOOKING FOR A HEAD OF COMPLAINTS PERFORMANCE ANALYSIS TO LEAD THEIR TCF AGENDA, WITH THE EMPHASIS ON DRIVING PERFORMANCE AGAINST SET TARGETS.

The candidate will be responsible for improvement of complaints management and TCF across the group as well as ensuring compliance with group policy and regulatory requirements. The ideal candidate should have expert knowledge in UK regulatory requirements relating to complaints handling and should have demonstrable experience of leading TCF initiatives.

KEY SKILLS AND RESPONSIBILITIES;

- A solid understanding of the FSA's treating customers fairly framework, principles, outcomes and best practice.
- A broad understanding of the financial services and an appreciation of the market and industry service propositions and benchmarks
- Experience in leading and motivating high performing teams and doing so effectively in a Matrix environment
- Experience of leading TCF activity, either in an implementation, remediation or on-going reporting/compliance scenario
- Knowledge of operational management and continuous improvement ideally gained through scale operations leadership experience

FOR MORE INFORMATION OR TO APPLY FOR THIS ROLE, PLEASE CONTACT TOM.