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- Tasks: Oversee complaints and risk management in Commercial Banking, ensuring compliance and improving client outcomes.
- Company: Join a leading financial services firm focused on quality assurance and regulatory standards.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth and development.
- Why this job: Make a real impact by enhancing client experiences and driving service improvements in banking.
- Qualifications: Strong knowledge of FCA complaint handling and experience in banking or financial services required.
- Other info: This role offers a chance to collaborate with various teams and influence operational efficiency.
The predicted salary is between 36000 - 60000 £ per year.
Eden Scott's client is seeking an Assistant Manager - Complaints Governance & Risk 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.
Assistant Manager - Complaints Governance & Risk employer: Eden Scott
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 your experience with data analysis and process improvements. Be ready to share specific examples of how you've identified trends and implemented changes in previous roles, as this is crucial for the Assistant Manager position.
✨Tip Number 4
Research the company’s recent initiatives related to complaints governance and risk management. Being knowledgeable about their current practices will allow you to engage in meaningful discussions during the interview process.
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 previous experience 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 attention to regulatory clarity in written communication.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors or inconsistencies. Ensure that your documents are clear, concise, and free from jargon, making it easy for the hiring team to see your qualifications.
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.
✨Communicate Clearly
Since strong written communication skills are essential, practice articulating your thoughts clearly and concisely. Prepare to discuss how you ensure clarity and fairness in client communications, especially regarding regulatory standards.
