Head of Customer Outcomes, Risk & Governance - #1712562

NewDay


Date: 17 hours ago
City: Leeds
Contract type: Full time
Work schedule: Full day
NewDay
What will you be doing day-to-day?

  • Leading a successful Customer Outcomes, Risk and Governance inclusive of Quality Assurance, Customer journey testing, Change Governance, and Operational Controls.
  • This role will provide thought leadership around Consumer Duty, Customer Outcomes and the servicing of Vulnerable customers.
  • Delivery of the Quality Assurance (QA) activities across all customers facing activities across Customer Operations to ensure adequate risk-based oversight, identification of poor customer outcomes or regulatory non-compliance and enabling continuous improvement. This includes overseeing activities at outsourced partners.
  • Delivery of the Customer Outcomes testing plan, delivering end to end customer journey reviews to provide assurance over customer outcomes and identify any potential poor outcomes.
  • Leading on the delivery of the Customer Outcomes Forum and subsequent reporting on Customer Outcomes to NewDay’s executive committee.
  • Act as the strategic lead for NewDay’s vulnerable customer agenda, understanding opportunities to improve and driving continuous improvement in line with regulatory and industry best practise.
  • Providing advice, support and appropriate challenge to the Leadership Team to ensure activities are conducted in line with regulatory requirements and any risks and issues are documented, identified and where possible mitigated with suitable controls.
  • Evolving ways of working, looking for ways to improve customer outcomes, efficiency and productivity as part of the Customer Operations Leadership Team
  • Oversight of control framework and supporting Customer Operations in delivery of key metrics through provision of change governance, incident management, data governance, quality assurance and management of colleague and customer facing materials across HelpHub and Clever Nelly.
  • Management of Key and Material suppliers and ensure adequate supplier governance.
  • Coordinating 2LoD or 3LoD audit activity on behalf of Customer Operations to ensure self-identified issues are raised, management awareness is appropriately reflected, any findings are accurate and actions are achievable. Co-ordinating actions to ensure that they are closed within the agreed timescales.

Essential

Skills and Experience

  • Risk and Compliance experience within a Financial Services Firm.
  • Excellent knowledge of FCA regulation and industry standards
  • Experience leading impactful teams
  • Experience of implementing change in a regulated environment
  • Excellent report writing and presentation skills and ability to produce reports in a variety of formats
  • Strong investigative skills with experience of distilling key points from complex subject matters
  • Delivery focus, able to balance and optimally deliver to achieve functional objectives
  • Experience of working in an operational environment especially in Customer Services or Complaints

DESIRABLE

  • Credit Card and Loans experience
  • Degree educated
  • Risk and/or Compliance qualification
  • Lean / Six Sigma (or similar) qualification desirable

Personal Attributes

  • Excellent attention to detail
  • Diplomatic, listens and open to other points of view
  • Outstanding people leadership skills, able to envision an enhanced future state and empower and encourage others to build it
  • Highly pragmatic – and encouraging of the same in others
  • Strong communication, collaboration & influencing skills
  • Able to work well in a fast-paced and dynamic environment
  • Proactive and works on own initiative

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Permanent

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