Complaints Team Manager

Location: Greater London

Complaints Team Manager page is loaded## Complaints Team Manager locations:
UK - London ( St Botolph )time type:
Full time posted on:
Posted Todayjob requisition :

Job Title:

Complaints Team Manager Reporting to:
Senior Compliance Officer Position Type:
Permanent, 35 hours per week  Direct Reports: 3

Hybrid: 3 days in the office, 2 days working from home
*
* Job Purpose:

** To manage and oversee TMHCC International’s complaints handling team and to undertake/support tasks relating to Conduct Risk and product governance.
* To manage the team responsible for complaints handling, ensuring that they perform their duties in accordance with TMHCC International’s expectations.
* To set and ensure delivery of realistic goals and objectives for team members and support them in their development
* Ownership of the complaint management framework. Ensuring that regulatory deadlines are met and that standards are maintained. This includes oversight of 3rd party complaint handling
* To provide support, advice and guidance to the complaints handling team with the handling of complaints, especially where the complaints are problematic or complex.
* To investigate complaints as required, including providing acknowledgements and Final Response Letters on a timely basis.
* To produce and/or provide input to Compliance reports and Management Information for reporting to various Committees, as needed.
* To assist with the completion and submission of Lloyd’s and regulatory returns (e.g. complaints and RMARs, annual attestations, etc.) as necessary.
* To liaise with internal and external stakeholders as appropriate and respond to Conduct Risk/complaints queries comprehensively and in a timely manner
* Oversee the maintenance and updating of the Complaints Handling Procedures and Complaints e-learning training module as required
* Reviewing and providing feedback (including potential impact to the business) on any FOS/regulatory papers issued covering complaints handling.
To participate in and support elements of the Consumer Duty Framework, including:
* Working with the business to complete product assessments and ‘outcome reviews’
* Dealing with internal and external stakeholders, including Cover holders and brokers, in relation to Fair Value information exchanges
* Undertaking the annual Fair Value exercise on the Vis Risk system solution
* Providing progress update reports to the Senior Compliance Officer – Conduct Risk on a periodic basis.
* To assist as required in the implementation of the Complaints and Conduct Risk-related objectives detailed in the annual Compliance Plan.
* Provide support for regulatory risk assessments and requests for information, thematic reviews and internal audits.
* To collaborate with other departments (e g International Enterprise Risk and Internal Audit), ensuring that compliance and complaints related issues identified are escalated for investigation and resolution as appropriate.  
** Skills and Experience Specification:
*** Strong knowledge and experience of UK Complaints together with working knowledge of international complaints handling requirements.
* Good people management skills and ability to set realistic goals and objectives for team members
* Demonstrate a high level of problem solving and the ability to resolve issues.
* Strong analytical skills.
* Ability to manage own workload, prioritising tasks appropriately and ensuring that agreed delivery dates are achieved.
* Excellent interpersonal skills, able to communicate effectively with a wide range of people face-to-face and over the telephone.
* Good written and verbal communication skills
* Participate in all departmental activities (training, controls, maintenance and reporting) as required.
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