Description
Senior Policy Specialist - Banking - Remediation
Based in Manchester (city centre) a Senior Policy Analyst is required on a contract basis who has experience of writing policies in the banking or financial services sector.
Working on a major redress & remediation programme you would be required to provide expert input into the development and successful application of customer experience and remediation & redress policies across open and closed books, secured and unsecured lending portfolios and other banking products.
You would also be required to write and gain agreement to any resulting policies and present them to senior stakeholders. Policies should follow best practice guidelines and be effective from an associated customer experience and operational impact in order to give the best customer journey within prevailing constraints.
Keys areas of responsibility:
- Own the policy from start to finish including co-ordination of data to support proposal and drafting and proofing the formulation of regulatory and bank compliant policy and policy papers.
- Provide high calibre support and oversight to the enable the policy to be successful operationalised and implemented.
- Successfully manage stakeholders throughout policy development, agreement and implementation; constructively resolving challenges to reach a collectively acceptable and explicitly agreed position.
- Own each policy end-to-end gaining relevant SME input and agreement.
- Ensure and successfully operate within, a formal governance environment, achieving balance between control and the achievement of time critical business, project and operational objectives in a time-sensitive environment.
Essential skills:
- Expert level knowledge and experience of working with at least some if not all of the following: CCA Consumer Credit Act and associated regulation, MCOB, BCOB, DISP & understanding of Financial Ombudsman Service and approaches to redress; TCF and FCA principles.
- Recent experience in the development and application of policy within a UK regulated financial services environment including customer redress and remediation and the Financial Ombudsman Service & complaint handling.
- Strong written and verbal communication skills.
- Effective at running workshops and delivering presentations.
- Experience of working in a fast moving environment requiring decisions to be made under pressure.
- Strong stakeholder management, negotiating and influencing skills.
- Experience of running effective governance of policy decisions and their compliant implementation across customer contact operations and project environments.
- Effective time management skills, including the ability to successfully prioritise workloads, and manage multiple competing priorities and respond to tight deadlines.