We are seeking an experienced professional to lead oversight, compliance, and operational assurance for customer support services within a regulated financial environment. This role is critical in ensuring customer outcomes align with FCA Consumer Duty principles, overseeing outsourced service providers, and acting as a subject matter expert for complex wallet-related fraud cases.
The successful candidate will bring strong regulatory awareness, operational rigour, and hands-on experience within banking, payments, or a similarly regulated sector.
Design, implement, and maintain customer support oversight frameworks aligned to FCA Consumer Duty requirements and internal risk standards.
Monitor customer outcomes, conduct regular assurance activities, and identify gaps or risks in service delivery.
Prepare oversight reporting and evidence to support internal governance forums, audits, and regulatory reviews.
Oversee and manage outsourced customer support providers, ensuring service delivery meets regulatory, contractual, and performance expectations.
Define, track, and analyse KPIs, including complaint volumes, resolution times, quality metrics, and customer satisfaction indicators.
Lead regular performance reviews with suppliers, driving continuous improvement and remediation where required.
Act as an escalation point and subject matter expert for complex wallet-related fraud cases.
Conduct in-depth investigations, root cause analysis, and trend reviews to support fraud prevention and control enhancements.
Collaborate closely with Fraud, Risk, Compliance, and Product teams to improve controls and customer protections.
Partner with Compliance, Legal, Risk, Operations, and Customer Experience teams to ensure consistent regulatory interpretation and execution.
Support policy development, training, and guidance for customer support teams and suppliers on regulatory and conduct expectations.