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- Tasks: Lead compliance and operational assurance for customer support in a regulated financial environment.
- Company: Dynamic financial services firm focused on customer outcomes and regulatory excellence.
- Benefits: Competitive salary, professional development, and opportunities for career advancement.
- Other info: Collaborative environment with opportunities to work on complex fraud cases and improve customer protections.
- Why this job: Make a real impact by ensuring customer satisfaction and compliance in a fast-paced industry.
- Qualifications: Experience in banking or regulated sectors with strong regulatory awareness and operational skills.
The predicted salary is between 55000 - 65000 £ per year.
We are seeking an experienced professional to lead oversight, compliance, and operational assurance for customer support services within a regulated financial environment. This role is critical in ensuring customer outcomes align with FCA Consumer Duty principles, overseeing outsourced service providers, and acting as a subject matter expert for complex wallet-related fraud cases. The successful candidate will bring strong regulatory awareness, operational rigour, and hands-on experience within banking, payments, or a similarly regulated sector.
Key Responsibilities
- Oversight & Regulatory Compliance
- Design, implement, and maintain customer support oversight frameworks aligned to FCA Consumer Duty requirements and internal risk standards.
- Monitor customer outcomes, conduct regular assurance activities, and identify gaps or risks in service delivery.
- Prepare oversight reporting and evidence to support internal governance forums, audits, and regulatory reviews.
- Oversee and manage outsourced customer support providers, ensuring service delivery meets regulatory, contractual, and performance expectations.
- Define, track, and analyse KPIs, including complaint volumes, resolution times, quality metrics, and customer satisfaction indicators.
- Lead regular performance reviews with suppliers, driving continuous improvement and remediation where required.
- Act as an escalation point and subject matter expert for complex wallet-related fraud cases.
- Conduct in-depth investigations, root cause analysis, and trend reviews to support fraud prevention and control enhancements.
- Collaborate closely with Fraud, Risk, Compliance, and Product teams to improve controls and customer protections.
- Partner with Compliance, Legal, Risk, Operations, and Customer Experience teams to ensure consistent regulatory adherence and risk management.
Operations / Regulatory Support Analyst | London, UK employer: Delta Capita
Contact Detail:
Delta Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations / Regulatory Support Analyst | London, UK
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values, especially around compliance and customer service, so you can show how you align with their mission during your chat.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to regulatory compliance and operational challenges. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Operations / Regulatory Support Analyst | London, UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operations / Regulatory Support Analyst role. Highlight your experience in compliance and operational assurance, especially within regulated environments. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific experiences that demonstrate your regulatory awareness and operational rigour. We love a good story that connects your background to what we do!
Showcase Relevant Experience: When filling out your application, be sure to showcase any hands-on experience you've had in banking, payments, or similar sectors. We’re looking for candidates who can hit the ground running, so let us know how you’ve tackled challenges in the past.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Delta Capita
✨Know Your Regulations
Make sure you brush up on FCA Consumer Duty principles and any relevant regulations. Being able to discuss how these impact customer outcomes will show that you’re not just familiar with the rules, but that you understand their importance in a regulated environment.
✨Showcase Your Operational Experience
Prepare specific examples from your past roles where you’ve designed or implemented oversight frameworks. Highlight any experience you have with monitoring service delivery and how you’ve identified gaps or risks in operations.
✨Be Ready for Technical Questions
As a subject matter expert, you’ll likely face questions about complex wallet-related fraud cases. Brush up on your knowledge of fraud prevention techniques and be prepared to discuss how you’ve handled similar situations in the past.
✨Demonstrate Stakeholder Collaboration
Think of examples where you’ve worked closely with Compliance, Legal, or Risk teams. Be ready to explain how you’ve partnered with different stakeholders to ensure regulatory compliance and improve customer protections.