Conduct Risk Manager – FinTech Consumer Credit – 12 mth FTC

London (Central), London (Greater)
£75,000 - £90,000
10 Jul 2018
09 Aug 2018
Job Sector
Compliance, Regulation
Job Function
Experience Level
Contract Type
Contract, Full time, Temporary

The main purpose of this role is to provide expert consultancy within the area of Complaints and develop and promote solutions which support good customer outcomes. Working alongside the Compliance team and Complaints, you will be driving high quality analysis, advice and guidance on conduct risks to ensure that the business comply with regulatory requirements and put the customer at the heart of everything they do.


  • Through complaint and FOS root cause analysis, identify, interpret and highlight specific issues and trends and provide recommendations to the business on resolution whilst providing oversight for delivery
  • Establish a collaborative relationship with the FOS and other regulatory bodies in order to learn from any findings and ensure that, where necessary, these are reflected in business procedures or complaint handling standards across the business
  • Creation and delivery of clear and effective management information / reporting for the relevant governance committees
  • Chair of relevant committees
  • Actively participate in the delivery of complaint change projects, ensuring that project risks are successfully identified and managed
  • Work with key stakeholders, to deliver improvements to its strategies / processes and its efficiency as a result of the complaints
  • Provide guidance on the application of complaint regulations, law and industry guidance on including assisting with complaint feedback, policies and processes
  • Keep up to date with external sources to understand potential changes  / impacts to our business regarding Regulatory and Customer approaches
  • Working with the Customer Service Operational Excellence team to maintain and improve ongoing policies and processes
  • Oversight of the complaints first line conduct risk controls and quality assurance outputs

Key Competencies:

  • Strong background in Compliance within the UK regulated financial services industry – preferably in a lending business
  • Detailed understanding of the FCA and FOS complaints requirements along with the wider UK regulatory framework
  • Excellent communication and influencing skills with key stakeholders and regulators
  • Experienced in outlining and embedding new strategies within the business
  • Project management experience would be beneficial
  • Ability to analyse, interpret and present relevant data/ MI
  • Strong customer awareness
  • Ability to delivery results against targets

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