At a Glance
- Tasks: Manage customer complaints and ensure fair outcomes while driving continuous improvement.
- Company: Fast-growing fintech with a collaborative and innovative culture.
- Benefits: 25 days holiday, private medical, life assurance, and employee assistance programme.
- Other info: Opportunities for learning and development in a supportive environment.
- Why this job: Join a dynamic team and make a real impact in the financial services sector.
- Qualifications: Strong knowledge of FCA Consumer Duty and experience in complaints handling.
The predicted salary is between 40500 - 49500 £ per year.
Manage and oversee DNA’s approach to FCA Consumer Duty including end-to-end management of customer complaints, ensuring DNA deliver fair customer outcomes, regulatory compliance, and continuous improvement across products, services, and communications.
You will be responsible for:
- Consumer Duty: Own, define and embed DNA’s Consumer Duty framework.
- Review, update and maintain all related (internal and external) documentation.
- Work cross-functionally with various business teams to produce the annual Fair Value Assessment.
- Proactively identify areas of improvement or poor value, working with relevant functions to track and support remediation actions.
- Act as subject matter expert on Consumer Duty, including tracking and responding to Regulatory Changes.
- Support the delivery of training (and associated training materials) to the DNA Training Team.
- Support provision of any regulatory or audit requests.
Complaints:
- Manage the complaints process end-to-end as an individual contributor including responding to all customer complaints and closing/responding in line with Regulatory Timelines.
- Oversee root cause analysis, identifying trends and driving remediation and process improvements.
- Report complaints MI to Senior Management as required.
- Liaise with the Financial Ombudsman Service (FOS) as required.
About You:
- Strong working knowledge of FCA Consumer Duty related Customer Complaint FCA rules.
- Proven experience in complaints handling and/or regulatory compliance within UK financial services.
- Experience producing Board-level reporting and MI.
- Strong analytical and root-cause investigation skills.
- Experience in working cross-functionally.
- Strong communication skills.
What’s in it for you?
You’ll work with a collaborative team and will join a fast-growth fintech where you’ll get the chance to learn and develop. If that’s not enough, you’ll also receive the following benefits: Life Assurance, Ride to work, 25 days holiday per year, Private Medical, Employee Assistance Programme. We value ambition, curiosity, and honesty – it’s in our DNA.
Consumer Duty Manager in London employer: DNA Payments
At DNA Payments, we pride ourselves on being a leading fintech employer that fosters a collaborative and inclusive work culture. As a Business Development Manager in Northampton, you'll enjoy competitive benefits including a generous commission structure, private medical insurance, and opportunities for personal growth through our self-learning platform. Join us to be part of a dynamic team dedicated to reshaping the future of payments while enjoying a supportive environment that values diversity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Consumer Duty Manager in London
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like DNA Payments. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Consumer Duty Manager in London
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to DNA Payments.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on DNA Payments's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at DNA Payments
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with DNA Payments.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at DNA Payments will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former DNA Payments employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
