We are seeking an experienced Complaints and Quality Assurance Manager to lead our efforts in delivering and enhancing customer satisfaction, sales, service quality and compliance within the Skipton International. As our business continues to grow and evolve, the position of Complaints and Quality Assurance Manager will play a pivotal role in driving responsible growth and customer satisfaction. This role will line manage the complaints, quality assurance function, social media platforms and the business performance in line with agreed KPI’s and regulatory compliance.
The Complaints and Quality Assurance Manager will also ensure that the bank not only meets regulatory requirements but also continuously improves its service quality. Required Experience2-3 years’ experience in a regulated environment ideally within Financial ServicesRisk ManagementKey ResponsibilitiesOversight in the quality framework processes and procedures ensuring quality scores remain appropriate and in line with business goals and regulatory compliance. Lead and supervise a team of Advisors responsible for conducting first-line reviews, ensuring adherence to established quality standards and compliance.
Leading and develop a team of complaint handlersOverseeing the investigation, response and resolution of complaintsRelated CareersHead of Risk & ComplianceFunds ManagerBusiness Analyst
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