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Role and Responsibilities:
- Lead, coach and develop a team of Complaints Lead Experts, fostering growth and high-quality technical advice.
- Own and improve the complaints policy framework, ensuring processes, guidance, and communications are effective and compliant.
- Provide oversight on complex complaint handling, supporting fair and well-informed decisions.
Strategy and Insights:
- Use insights from quality assurance, FOS outcomes, and escalations to identify root causes and drive improvements.
- Partner with Product, Legal, Risk, Compliance and Operations to embed policies and operational changes.
- Lead response to regulatory developments, audits, and compliance reviews, ensuring robust controls and governance.
Qualifications and Culture:
- Strong knowledge of UK complaint-handling regulations including FCA DISP handbook and FOS requirements.
- Experience leading technical specialists and managing regulatory governance and control frameworks.
- Passionate about fair customer outcomes and dedicated to creating a diverse and inclusive team.
Monzo
Monzo is on a mission to make money work for everyone, offering personal and business banking, savings, investments, and pensions with a focus on simplicity and financial education. With a diverse team and a culture of inclusion, we have grown significantly in the last 10 years in the UK and are committed to creating magical moments for our customers.