Key Accountabilities

• Lead and continuously enhance the governance framework for the Complaints function, ensuring policies, procedures and governance arrangements remain effective, proportionate and compliant.
• Own the Complaints risk and control framework, providing independent oversight of operational risks and ensuring appropriate controls are designed, implemented, tested and maintained.
• Develop and deliver a risk-based control testing programme, assessing control effectiveness, identifying gaps and overseeing remediation activities.
• Lead the management of departmental Risk Events, ensuring timely investigation, robust root cause analysis and sustainable corrective actions.
• Provide governance, risk and assurance reporting to senior leadership, highlighting key themes, emerging risks and opportunities to strengthen the control environment.
• Oversee key regulatory and governance activities, including FCA complaints reporting, governance attestations and the coordination of Compliance, Risk and Internal Audit reviews.
• Act as the Complaints Data Steward, ensuring data governance responsibilities are fulfilled, data quality is maintained and data-related risks are effectively managed.
• Own the Complaints Business Continuity Plan, ensuring it remains current, regularly tested and aligned with organisational resilience requirements.
• Drive continuous improvement by using complaints insight, assurance findings and management information to strengthen governance, controls and customer outcomes.
• Build effective relationships across Complaints, Risk, Compliance and the wider business, providing advice, challenge and governance expertise to support sound decision making.
• Lead, coach and develop the Governance & Oversight Assistant Manager, fostering a high-performing team and a culture of accountability, ownership and continuous improvement.
• Represent the Complaints function in governance forums, strategic projects and business initiatives, deputising for the Associate Director – Resolutions where appropriate.

Experience and Qualifications Required

The successful candidate will demonstrate:

• Significant experience within Governance, Risk, Controls, Operational Risk or Complaints in Financial Services.
• Strong understanding of FCA complaint handling requirements, including DISP.
• Experience developing, assessing or testing operational controls.
• Experience conducting assurance reviews and presenting findings to senior stakeholders.
• Strong understanding of governance frameworks, operational risk management and risk event management.
• Experience with RCSA, control assessment or similar risk management frameworks.
• Excellent analytical and investigative skills with the ability to identify root causes and systemic themes.
• Strong stakeholder management skills with the confidence to provide constructive challenge.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to manage multiple competing priorities.
• High levels of accuracy and attention to detail.
• Ability to influence positive change across operational teams.
• Proficiency in Microsoft Office, particularly Excel, PowerPoint and Word.

As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.