DNA Payments
Consumer Duty Manager
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Consumer Duty Manager
Department: CEO
Location: London
Reporting To: CEO
Purpose
Manage and oversee DNA’s approach to FCA Consumer Duty including end-to-end management of customer complaints, ensuring DNA deliver fair customer outcomes, regulatory compliance, and continuous improvement across products, services, and communications.
You will be responsible for
Consumer Duty:
- Own, define and embed DNA’s Consumer Duty framework
- Review, update and maintain all related (internal and external) documentation
- Work cross-functionally with various business teams to produce the annual Fair Value Assessment
- Work cross functionally with multiple business teams to proactively identify areas of improvement or poor value. Working proactively with the relevant functions to track and support remediation actions.
- Act as subject matter expert on Consumer Duty, including tracking and responding to Regulatory Changes.
- Support the delivery of training (and associated training materials) to the DNA Training Team
- Support provision of any regulatory or audit requests
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Complaints
- Manage the complaints process end-to-end as an individual contributor including:
- Responding to all customer complaints and closing/responding in line with Regulatory Timelines (min)
- Oversee root cause analysis, identifying trends and driving remediation and process improvements
- Report complaints MI to Senior Management as required
- Liaise with the Financial Ombudsman Service (FOS) as required
About You
- Strong working knowledge of FCA Consumer Duty related Customer Complaint FCA rules.
- Proven experience in complaints handling and/or regulatory compliance within UK financial services
- Experience producing Board-level reporting and MI
- Strong analytical and root-cause investigation skills
- Experience in working cross-functionally
- Strong communication skills
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What’s in it for you?
You’ll work with a collaborative team and will join a fast-growth fintech where you’ll get the chance to learn and develop. If that’s not enough, you’ll also receive the following benefits:
- Life Assurance
- Ride to work
- 25 days holiday per year
- Private Medical
- Employee Assistance Programme
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