Description
Complaints Performance and Analysis - TCF - London - £1000 per day
Our client, a leading European client within financial services is seeking an interim Head of Complaints - Performance Analysis & Improvement to lead their Treating Customers Fairly (TCF) agenda, setting the strategy for TCF within COO and driving performance against set targets.
Purpose of Role
- The Head of Complaints Performance Analysis & Improvement leads the Treating Customers Fairly (TCF) agenda, setting the strategy for TCF within COO and driving performance against set targets
- The scope encompasses all aspects of TCF, but with a principle emphasis on using analysis to drive performance in complaints management
- The overall purpose of the role is to ensure that COO aligns its Balanced Business Plan TCF and complaints management goals with those of the wider businesses (taking due account of both internal and external drivers) and then delivers against them
- Implicit within this is to set the strategy for TCF and complaints management within COO, ensure this is aligned with wider goals, and gain agreement to and socialise the strategy within COO
- The role holder is accountable for complaints performance analysis and improvement for the organisation globally, and for leading Treating Customers Fairly (TCF) analysis, reporting and improvement for Chief Operating Office (COO).
- The complaints accountabilities of this role include interpreting internal and external (regulatory) drivers to establish and embed appropriate and commercially based performance targets, to track and report progress against these to various Senior Executive audiences, and to lead interventions to keep performance delivery on track
- The role is also responsible for complaints governance, shaping communicating and ensuring compliance with the Complaints Policy and regulatory requirements, instigating appropriate improvement activity in response to new policy and/or regulatory principles/rules, and where required to remediate any gaps in compliance.
- Interventions - this includes responsibility for the quarterly cycle of formal TCF assessment, reporting and calibration
- In addition to the technical requirements, this role is a senior leadership role, with responsibility for a small core team, but also virtual leadership across a wider community of complaints.
Key Accountabilities
- Lead, in conjunction with COO Strategy and the Head of Complaints Handling, the identification and implementation of opportunities for enhancement of our operating model to deliver against the future requirements
- Define and maintain a set of complaints KPIs that allow for transparent measurement of our customer/operational performance and provide early warning of potential emerging issues.
- Identify and drive through opportunities to improve complaints management performance across our customer, company (cost), colleague, citizenship (reputation) and control lenses.
- Govern and co-ordinate a rigorous and consistent approach to root cause analysis, identify underlying causes and solutions to eliminate/reduce complaint volumes and to address any shortcomings in promptness and/or quality of handling.
- Provide direction and support to our complaint handling teams on continuous improvement to policy, process and people related topics, acting as subject matter expert and design authority for all matters relating to complaints handling.
To be considered you will be an experienced Senior Manager with Complaints/TCF experience within financial services. You will have a mixture of Complaints expertise and analytical acumen.
Please submit your CV to be considered.
We will contact you within 72 hours if your skills are relevant to our client's requirement. EA Consulting Group is acting as an Employment Business for this role under the CEAEBR 2003.