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- Tasks: Lead compliance and operational assurance for customer support in a regulated financial environment.
- Company: Join a 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 a focus on continuous improvement and innovation.
- Why this job: Make a real impact by ensuring customer satisfaction and compliance in a fast-paced industry.
- Qualifications: Experience in regulated financial services and strong analytical skills required.
The predicted salary is between 45000 - 55000 £ 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.
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.
- Outsourcing & Vendor Management
- 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.
- Technical SME & Fraud Escalation
- 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.
- Stakeholder & Risk Collaboration
- Partner with Compliance, Legal, Risk, Operations, and Customer Experience teams to ensure consistent regulatory interpretation and execution.
- Support policy development, training, and guidance for customer support teams and suppliers on regulatory and conduct expectations.
Qualifications
- Proven experience working within a regulated financial services environment, ideally banking, payments, fintech, or e-money.
- Strong understanding of FCA regulatory frameworks, particularly Consumer Duty and operational resilience expectations.
- Experience overseeing outsourced or third-party customer support operations, including KPI management and governance.
- Hands-on experience with complaints handling, customer outcomes analysis, or conduct risk.
- Strong analytical and investigative skills, particularly relating to fraud or complex customer cases.
Operations / Regulatory Support Analyst employer: Delta Capita
Contact Detail:
Delta Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations / Regulatory Support Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Operations / Regulatory Support Analyst role.
✨Tip Number 2
Prepare for interviews by researching the company and its regulatory environment. We recommend brushing up on FCA Consumer Duty principles and thinking about how your experience aligns with their needs. Show them you’re not just another candidate, but the perfect fit!
✨Tip Number 3
Practice your answers to common interview questions, especially around compliance and operational assurance. We suggest using the STAR method (Situation, Task, Action, Result) to structure your responses. This will help you articulate your experience clearly and confidently.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you prepare and stand out. Plus, applying directly shows your enthusiasm and commitment to joining our team in ensuring top-notch customer support services.
We think you need these skills to ace Operations / Regulatory Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in regulated environments and any relevant skills that align with the role. We want to see how your background fits 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 the Operations / Regulatory Support Analyst role. Share specific examples of your experience with compliance and customer support oversight.
Showcase Your Analytical Skills: Since this role involves a lot of analysis, make sure to highlight your analytical and investigative skills in your application. We love seeing how you've tackled complex cases or improved processes in the past!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Delta Capita
✨Know Your Regulations
Make sure you brush up on FCA Consumer Duty principles and other relevant regulations before the interview. Being able to discuss how these frameworks apply to customer support services will show that you’re not just familiar with the rules, but that you can also implement them effectively.
✨Showcase Your Analytical Skills
Prepare examples of how you've used your analytical skills in past roles, especially in relation to fraud cases or customer outcomes. Be ready to discuss specific situations where your investigations led to improvements or changes in processes.
✨Vendor Management Experience
If you've overseen outsourced customer support operations, come armed with examples of how you managed KPIs and drove performance improvements. Discuss any challenges you faced and how you overcame them to ensure compliance and service delivery.
✨Collaborative Mindset
Highlight your experience working with cross-functional teams like Compliance, Risk, and Operations. Share stories that demonstrate your ability to partner effectively with different stakeholders to achieve common goals, especially in a regulated environment.