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Job Location | London |
Education | Not Mentioned |
Salary | Competitive salary |
Industry | Not Mentioned |
Functional Area | Not Mentioned |
Job Type | Permanent, full-time |
The RoleThe role of the Complaints Manager is to have overall oversight and responsibility of the EMEA Complaints team, ensuring the accurate execution of the client complaint process for the SVB UK Branch. Reporting to the Snr Manager of UK Client Service and Payment Operations, the Complaints Supervisor/Manager will bring Subject Matter Expertise (SME) of the end to end complaints process, as well as a deep understanding of the FCA Disp. Rules and Financial Ombudsmans practices. Leading a small team, the Complaints Supervisor/Manager will be responsible for the day to day supervision of the team, ownership of BAU processes and team performance. There will also be an expectation to leverage SME skills to drive the identification, design and delivery of project and change activityExperience and general financial industry knowledge, from a complaints perspective, would be a strong benefit. They may represent SVB at industry related events and local community events to promote brand awareness whilst keeping up to date with market developments that impact the bank.There is a need for the individual to have a good understanding of general banking practices as each complaint will need to be classified in line with PSR, PSD2 and MiFID requirements and during disposition close attention must be paid to the Treating Customers Fairly policy.A "continuous improvement" focus is required to drive improvements in efficiency and to spot opportunities to automate, simplify and streamline in order to enhance the client experience and further differentiate SVB.Responsibilities.