Complaints Oversight Manager
The role of the Complaints Oversight Manager is a critical one, requiring strong analytical skills and the ability to assess risks and governance structures. The successful candidate will be responsible for developing and implementing robust and sustainable controls/treatments to adequately manage Customer Resolutions operational risk.
About the Role:
* Collaborate with stakeholders within the business and broader value chain partners to enhance, embed and bring to life well-managed activities.
* Support the Complaints Oversight lead in tracking priorities against plan and overseeing well-managed activities across the business to ensure any potential compliance gaps and risks are proactively managed.
* Develop and implement well-managed solutions such as operational processes to ensure adherence to policy, process, and frameworks.
Key Responsibilities:
* Provide guidance on governance-related matters to leadership and employees.
* Recommend improvements to the Customer Resolutions internal control systems.
* Develop and implement well-managed solutions such as operational processes to ensure adherence to policy, process, and frameworks.
* Ensure that CR employees and leadership team are trained on governance policies and practices.
* Promote a culture of compliance and good risk management throughout the department.
* Assess and report on risks (financial, operational, compliance) and recommend actions to mitigate those risks.
* Monitor the CR's governance framework to ensure it remains effective and efficient, making improvements as necessary to address emerging challenges and risks.
Requirements:
* Typically requires experience in governance, risk management, or compliance, often within a leadership role.
* Strong analytical skills to assess risks and governance structures, make and implement uplift recommendations.
* Proficiency in preparing reports, delivering presentations, and engaging stakeholders at all levels.
* A problem solver – Energised by tackling complex problems.
* A team player – Recognise and value the different perspectives and skills your colleagues bring.
* Committed to your own growth – Identify your own development areas, seek feedback, and provide feedback to others to help them learn and grow.
About You:
You're not expected to have 100% of these skills. At our organisation, a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.
What We Offer:
We're a diverse bunch in different roles, locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services.
Culture:
We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know.
Contact Us:
To find out more about working at our organisation, visit our careers page. You can apply for this role by searching for reference number 93815.
Seniority Level:
Not Applicable
Employment Type:
Full-time