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Overview

Our leading Financial Services Sector Client is continuing a high growth trajectory, coupled with an ambitious transformation programme are now seeking an experienced International Complaints Governance Manager.

In this role you will oversee complaints governance across the group, including entities in Guernsey, Ireland and the Isle of Man, as well as branches and subsidiaries, ensuring complaints are efficiently and fairly handled in line with legal requirements, and acting as an escalation point to ensure effective responses to higher risk complaints.

You will ensure that effective governance is in place to enable handling of complaints in line with legal requirements (that will vary by location), applying a consistent/common approach wherever possible. Additionally, you will ensure that key risks and themes from complaints are managed and escalated to senior management, with a view towards effective timely, and fair customer outcomes.

As International Complaints Governance Manager you will:

• Coordinate complaints governance and handling across locations, enabling consistency and best practice
• Maintain associated policies and guidelines
• Ensure consistency, completeness and accuracy of complaint logging, and availability of reliable, informative and effective management information on complaints, key risks, and thematic issues
• Drive resolution of thematic issues/root causes with the senior COO management team
• Enable appropriate monitoring and oversight of complaints in line with legal entity governance requirements, including a complaints governance forum
• Ensure that complaint standards and processes are fully documented and that any changes to legal requirements are detected and captured
• Ensure that Risk and Control Self Assessments are carried out in the Complaints handling function, and that appropriate risk or issue management measures are in place where there are any emerging risks or risk events
• Carry out training on complaints handling and processes for escalation and prevention of complaints
• Periodic Board and Executive Committee reporting across locations
• Review and agree responses and handling strategy for higher risk complaint cases, such as those where a legal opinion may be required, or where an ombudsman or regulator is involved
• Coordinate communication for any regulatory escalations or ombudsman complaints
• Coordinate responses to social media complaints
• Ensure that the risks associated with complaint cases are effectively managed, and any thematic issues are escalated
• Advise and support the complaints teams on ad-hoc issues or queries, or preventative measures to avoid escalation of complaints
• Oversee complaint responses where there is actual or threatened litigation, or complainants have obtained legal advice, in coordination with the Legal team

The ideal candidate for the role of International Complaints Governance Manager will have:

• Strong organisational, communication and stakeholder management skills
• Track record of execution and implementation
• Experience of complaints and claims handling or litigation
• A legal qualification would be an advantage
• Experience of financial services businesses
• Risk-focused mindset, balanced with a commercial focus
• Resilient, results-focused and deadline driven
• Able to manage complex complaint or legal cases, with ability to drill down to understand technical details.Very strong documentary and linguistic skills
• Self-motivated mind-set for continuous improvement and efficiency
• Ability to collaborate across locations and cultures, both with internal and external stakeholders