QA & MI Complaints Manager

Alliance Trust Savings Limited
03 Dec 2017
04 Jan 2018
Contract Type
Full Time
QA & MI Complaints Manager Quality Assurance (QA) & Management Information (MI) Manager Based in our Dundee Office and reporting to the Head of Operational Risk and Business Oversight, the role holder will lead and develop the Complaints Team in driving quality assurance of end to end complaints process and procedures. To lead the QA & MI team in a professional and efficient manner, demonstrating high standards of customer service at all times. Develop and implement a reporting process to feedback QA results to complaint handlers following QA of the end to end customer journey through the complaints process and procedures. Ensure regulatory DISP rules and guidelines are adhered to through the QA process. Define and ensure adherence across the business to approved policies and guidelines when resolving complaints. Own the QA process by building a positive customer focussed culture around complaints management information ensuring positive customer outcomes and active demonstration of conduct risks. Lead QA & MI people management activities within QA & MI team including; training and competence, together with development needs to ensure quality standards in line with performance requirements. Continually seek out solutions to improve customer experiences based on root cause analysis (RCA) & management information gathered in role. Liaise with relevant Executives & management on high priority complaints to ensure ATS’ regulatory and reputational risks are managed effectively. Attend management forums to ensure complaints and the root cause analysis of complaints is central to decision making.This includes provision of timely and insightful complaints MI. Reporting responsibility for daily, weekly and monthly MI including root cause analysis, and reporting to the following key stakeholder groups; Line management, ExCo, Executive Risk Committee and Board. This role falls in to the scope of the Training & Competence Framework as set out by the FCA. The role holder will be a certified person and subject to guidelines will be assessed annually on fitness and propriety. Requirement for CPD to be maintained. Build and maintain up to date knowledge of CASS regulations and ensure that this is filtered across the team. What you'll bring If you feel that you can deliver what we are looking for please refer to the instructions below for details on how to apply. 5 years + experience working with customer complaints / QA within a regulatory focussed role. Financial Services experience. Strong interpersonal, communication and presentation skills. Ability to work with people at all levels of the organisation. Ability to work independently, a self-starter, requiring little supervision. Ability to influence others at all levels. Resilient and calm under pressure. Strong problem solving skills. Understands the importance of excellent customer service delivery.