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- Tasks: Oversee complaints and risk management in Commercial Banking, ensuring compliance and improving client outcomes.
- Company: Join a leading bank focused on quality assurance and regulatory standards in financial services.
- Benefits: Enjoy opportunities for professional growth, a supportive team environment, and potential remote work options.
- Why this job: Make a real impact by enhancing client experiences and driving service improvements in a dynamic banking environment.
- Qualifications: Strong knowledge of FCA complaint handling and risk management; experience in banking or financial services is essential.
- Other info: This role offers a chance to collaborate with various teams and contribute to regulatory compliance efforts.
The predicted salary is between 36000 - 60000 £ per year.
To support the day-to-day operational oversight of complaints, risk management, and regulatory processes across the Commercial Banking function. The Assistant Manager plays a key role in driving quality assurance, ensuring alignment with FCA/PRA standards, improving client outcomes, and supporting the Bank's first line risk and control responsibilities.
Key Responsibilities:
- Lead the oversight of all banking complaints across Hampden products.
- Ensure consistent and compliant handling in line with FCA DISP and internal complaint procedures.
- Conduct regular thematic reviews and deep-dives into complaints data to assess client outcomes.
- Perform root cause analysis to identify trends, systemic issues, and process gaps.
- Collaborate with Operational and Client Service teams to implement corrective actions and drive service improvements.
- Maintain oversight dashboards and produce reporting for senior management and governance forums.
- Support the embedding and maintenance of the Risk Management Framework across Commercial.
- Ensure risk events are accurately recorded, categorised, and investigated in a timely manner.
- Work with frontline teams to strengthen internal controls and reduce operational risk exposures.
- Act as a key contact between Commercial and the Risk & Compliance functions to ensure alignment with second line expectations.
- Assist with the preparation of lending-related regulatory returns (e.g., PSD001/PSD007) ensuring accuracy and timely submission.
- Support the drafting and issuing of client communications including: Interest Rate Change notices, Annual Loan Statements, Statements of Fees & Charges.
- Ensure all client-facing materials meet regulatory standards and are delivered in a clear, fair, and not misleading manner.
- Identify, assess, and implement process improvements to enhance operational efficiency and data accuracy.
- Support the maintenance of up-to-date procedures and documentation for Commercial Services.
- Contribute to the delivery and ongoing management of the Commercial Training and Competence (T&C) framework.
- Assist in the tracking and monitoring of regulatory and audit actions to ensure timely closure.
Key Relationships:
- Heads of Banking
- Client Services and Operations Teams
- Risk, Compliance, and Legal Teams
- Finance and Regulatory Reporting
- Product & Change Teams
Knowledge, Skills & Experience:
Essential:
- Strong working knowledge of FCA complaint handling requirements (DISP) and risk management frameworks.
- Experience in complaints oversight or risk control within a banking or financial services environment.
- Strong interpersonal skills with the ability to influence and engage across multiple stakeholder groups.
- Ability to analyse data, identify trends and translate findings into process improvements.
- Strong written communication skills, with attention to regulatory clarity and tone.
Desirable:
- CeMAP qualification or equivalent.
- Experience with regulatory returns (e.g., PSD001/PSD007).
- Familiarity with core lending and commercial banking operations.
Contact Detail:
Eden Scott Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistant Manager - Complaints Governance & Risk
✨Tip Number 1
Familiarise yourself with the FCA complaint handling requirements, especially DISP. Understanding these regulations will not only help you in interviews but also demonstrate your commitment to compliance and risk management.
✨Tip Number 2
Network with professionals in the banking and financial services sector. Attend industry events or join relevant online forums to connect with individuals who can provide insights into the role and potentially refer you.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled complaints or managed risk in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively during interviews.
✨Tip Number 4
Stay updated on current trends in complaints governance and risk management within the banking sector. Being knowledgeable about recent changes or challenges in the industry will show your enthusiasm and readiness for the role.
We think you need these skills to ace Assistant Manager - Complaints Governance & Risk
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Assistant Manager - Complaints Governance & Risk position. Tailor your application to highlight relevant experience in complaints oversight and risk management.
Highlight Relevant Experience: In your CV and cover letter, emphasise your strong working knowledge of FCA complaint handling requirements and any experience you have in a banking or financial services environment. Use specific examples to demonstrate your skills in data analysis and process improvements.
Craft a Strong Cover Letter: Your cover letter should clearly articulate why you are a good fit for this role. Discuss your interpersonal skills and ability to engage with multiple stakeholders, as well as your written communication skills, particularly in relation to regulatory clarity.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. Ensure that your writing is clear, concise, and professional, reflecting the high standards expected in the banking sector.
How to prepare for a job interview at Eden Scott
✨Know Your Regulations
Familiarise yourself with the FCA complaint handling requirements and risk management frameworks. Being able to discuss these in detail will show your understanding of the regulatory landscape and how it impacts the role.
✨Demonstrate Analytical Skills
Prepare to discuss your experience with data analysis, particularly in identifying trends and systemic issues. Bring examples of how you've used data to drive process improvements in previous roles.
✨Showcase Interpersonal Skills
Highlight your ability to engage and influence various stakeholders. Be ready to share specific instances where you successfully collaborated with teams to implement corrective actions or improve service delivery.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially related to complaints oversight. Think of scenarios where you had to conduct root cause analysis or manage a complex complaint, and be prepared to explain your approach.
