Description
Our client, a leading retail bank, currently seeks a Servicing & Complaint Handling SME, to be based in Manchester.
The Servicing & Complaint Handling SME will be responsible for:
-Completion of conduct risk due diligence for servicing and complaint handling
-Shaping and planning of the approach for all stages of this assessment and then execution of the plan
-Review and assessment of strategy, frameworks, processes and procedures
-Shaping the TOR for the sales file review to be conducted by a third party
-Leadership of the third party delivery, partnership with 2 Product SMEs and feed back in to definition of broader conduct risk deliverables
-Conduct channel and site visits to assess conduct risk
-Conduct workshops and one to ones with colleagues to assess conduct risk
-Quality assurance of peer SME approach and deliverables
-Update and final report writing
-Clear audit trail of the conduct risk assessment
-Flexible working across SME deliverables to meet conduct risk assessment needs
As such, the successful Servicing & Complaint Handling SME will have the following skills and experience:
-Significant experience of retail banking service and complaint handling
-Strong knowledge and understanding of retail banking regulation including FSA requirements
-Experience of retail banking benchmarking and risk assessment
-Knowledge of all SME areas - including retail banking multi channel sales process, products and policy and procedures
-Strong in planning and shaping approach
-Excellent attention to detail and ability to make sound judgements in the face of limited information/ambiguity
-Highly collaborative with the ability to provide high support and high challenge
-Excellent written skills in writing polished, precise and insightful reports and updates
-Personal qualities - professional, articulate, highly flexible, hard working and delivery focussed
This is a great opportunity for an Servicing & Complaint Handling SME to work for an established retail bank experiencing a significant period of growth
If you have the above qualities, and wish to further your career as a Servicing & Complaint Handling SME, then please apply today.
Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003