Complaints Operations Manager

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Company Description

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our 'best of both' approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you're willing to roll up your sleeves, contribute new ideas and believe anything is possible, you're our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

Job Description

• Lead the delivery of effective Complaint and Dispute handling for Shawbrook Bank across all Products and Services. Including the liaison with the Financial Services Ombudsman (FoS). The role holder will lead Team Leaders and colleagues in the effective delivery of good quality and fair outcomes which demonstrate our Customer Principles and meet regulatory standards.
• Ensure effective case resolution for both core complaints and remediation activities that manages operational and conduct risk in line with DISP.
• Manage the complaint relationship with third party partners to effectively ensure delivery of complaint resolution and FoS escalations.
• Ensure the complaints and dispute operation is operating effectively and efficiently through regular benchmarking across the industry to ensure regulatory requirements are met and the experience is aligned to the Shawbrook principles.
• As part of the Customer Resolution management team ensure the team evolves and remains fit for purpose as complaint and disputes drivers and demands evolve over time.
• Understand and act upon key insights from the resolution of complaints to ensure the team delivers its purpose of removing the causes of complaints.
• Deliver key performance measures around the reduction of complaints, effective outcome delivery, timely and effective case resolution with risk appetite.

Qualifications

• Experience of managing complaints in a Financial Services organistion.
• Knowledgeable in DISP and credit related disputes
• Understanding of Consumer Duty Principles in the context of Complaint and Dispute resolution
• Numerate with experience of analysing and presenting data to inform decision making
• Experience in creating updates for Senior Stakeholders
• Stakeholder management expertise
• Good understanding of the Shawbrook business and service delivery
• Good understanding of 1st line risk management in the delivery of a Bank wide policy.

Additional Information

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It's important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you're enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We're focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done