Head of Member Services - Complaints - Financial Services

Head of Member Services - Complaints - Financial Services - Northampton - £neg - Contract

As Head of Member Services you will lead the development of a group wide complaint management strategy ensuring it maintains an industry wide leading edge reputation. This is a fantastic opportunity for someone with significant experience within a regulated complaint environment to take a key strategic lead role within this market leading financial service company.

You will lead and develop an agile team of over 350 complaint handers and will accountable for a sizeable budget with the aim of minimising financial exposure from PPI and complaints across the group. You will be responsible for planning, organisation and control of the department and project resources (staff, budgets, structure, roles, risk etc.) delivering complaint governance group-wide and operational management of specialist complaints. You will take accountability for the complaints departments key control function, assurance team and associated frameworks including the development and management of governance and control of complaint handling group-wide, and will keep stakeholders informed with regular updates on group performance. You will also deliver regular FCA regulatory complaints management information and will provide complaints input to FCA information requests. As a key member of the Customer Experience senior leadership team you will also contribute to broader strategic direction of Customer Experience.

To be considered you will be a strong leader working in a regulated environment within financial services. You must have an extensive understanding of complaint handling regulation and will possess demonstrable experience of leading a risk and control function as well as leading large scale transformations/programmes. You will be able to provide evidence of pf where you have helped, guided and shaped large teams to successfully deliver. You must be pragmatic and will have a proven ability to think and act strategically and where needed "think outside the box" to make challenging decisions to protect image and reputation of the company. Finally you must be a highly competent communicator and confident in managing senior/executive level stakeholders.

Based in Northampton this is an initial 6 month contract with the possibility of extension. Rate negotiable for candidates demonstrating the right level of experience. This is an urgent role so if you have the necessary experience within a regulated complaint environment apply NOW.

The People Network is acting as an Employment Business in relation to this vacancy.

The company is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity

The People Network is part of the Pertemps Network Group of companies and is a specialist IT and technical recruitment consultancy with offices in London, Birmingham and Wiltshire. Experienced in placing permanent, interim and contract IT and technical staff at all levels across a range of sectors including Banking, Financial Services, Telecoms, Consultancy and Software Houses across the UK and Mainland Europe.

For more information please apply now.