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For Companies At a Glance
- Tasks: Support daily operations in complaints, risk management, and regulatory processes in banking.
- Company: Join a leading bank focused on quality assurance and client outcomes.
- Benefits: Enjoy opportunities for growth, training, and a collaborative work environment.
- Why this job: Make a real impact by improving client experiences and driving service enhancements.
- Qualifications: Strong knowledge of FCA complaint handling and experience in banking or financial services required.
- Other info: This role offers a chance to engage with various teams and enhance your professional skills.
The predicted salary is between 28800 - 43200 £ 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 Oversight Complaints & Governance Assistant
✨Tip Number 1
Familiarise yourself with the FCA complaint handling requirements (DISP) and risk management frameworks. Understanding these regulations will not only help you in interviews but also demonstrate your commitment to compliance and quality assurance.
✨Tip Number 2
Network with professionals in the banking and financial services sector, especially those involved in complaints oversight or risk control. Engaging with industry contacts can provide valuable insights and potentially lead to referrals for the position.
✨Tip Number 3
Prepare to discuss specific examples of how you've analysed data to identify trends and implement process improvements in previous roles. This will showcase your analytical skills and ability to drive service improvements, which are crucial for this role.
✨Tip Number 4
Stay updated on current trends and changes in the banking sector, particularly regarding client outcomes and regulatory standards. Being knowledgeable about recent developments will help you engage in meaningful conversations during interviews and show your proactive approach.
We think you need these skills to ace Oversight Complaints & Governance Assistant
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and required skills. Tailor your application to highlight how your experience aligns with the role of Oversight Complaints & Governance Assistant.
Highlight Relevant Experience: Emphasise your experience in complaints oversight or risk control within banking or financial services. Use specific examples to demonstrate your understanding of FCA complaint handling requirements and risk management frameworks.
Showcase Communication Skills: Since strong written communication skills are essential, ensure your CV and cover letter are clear, concise, and free from errors. Pay attention to regulatory clarity and tone, reflecting your ability to draft client communications effectively.
Tailor Your CV and Cover Letter: Customise your CV and cover letter for this specific position. Mention any relevant qualifications, such as CeMAP or experience with regulatory returns, and explain how they make you a suitable candidate for the role.
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 applies to the role.
✨Demonstrate Analytical Skills
Prepare to discuss your experience with data analysis, particularly in identifying trends and systemic issues. Be ready to provide 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. Think of specific instances where you successfully collaborated with teams or managed relationships to achieve a common goal.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities, especially related to complaints oversight. Prepare scenarios where you had to conduct root cause analysis or implement corrective actions, and be ready to explain your thought process.
