Complaints Team Manager

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 Internationals 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 Internationals 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 Lloyds 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 VisRisk 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.