Location: London
Salary: Competitive
Contract Type: Permanent
Position Type: {Advertised Full Time / Part Time}
Expiry Date: 25/04/2025 23:59
The Vacancy
The Complaints Manager is accountable for the thorough, independent investigation and resolution of all complaints received by BM Group. They are also required to lead the Complaints team and oversee its processes, ensuring that all regulatory requirements are met, that the firms’ obligations with regard to the Financial Ombudsman Service are discharged and that clients are provided with good and fair outcomes where complaints have been raised.
The individual will interact with a number of third parties and in doing so is required to ensure that the firm’s interests are protected. They will also work in partnership with the first line of defence to ensure that enhancements and improvements to processes are implemented to help prevent future complaints.
Role Responsibilities:
1. Handle, investigate and resolve all client complaints received by Brooks Macdonald Group.
2. Oversight and continuous improvement of all complaints related processes, including complaints handling, review of root cause analysis, production of management information (MI), compiling and submitting regulatory returns, delivering feedback re preventative measures to the business, training, maintaining policies and procedures.
3. Ensure that complaints are acknowledged, and final response letters are issued within prescribed regulatory timeframes.
4. Oversight and sign-off of all client correspondence (including templates) relating to complaints, ensuring that the tone is appropriate, professional and takes into consideration factors such as clients with characteristics of vulnerability.
5. Drive process and procedural changes within the business, informing the business where lessons can be learned to help prevent future complaints.
6. As lead contact, responsible for interactions with all third parties as required, including the Financial Ombudsman Service, BM Group’s PI insurers, external auditors, internal audit, external legal advisers, claims management companies, IFAs and other third parties acting on behalf of BM Group clients.
7. Maintain a regular dialogue with Senior Management Functions (e.g. CCO, COO) to inform and update them regarding complaints-related matters and share relevant MI with them.
8. Presenting at PSCROC, ERMC and other BM Group committees as required.
9. Deliver training to the business, i.e. BM Group departments and legal entities (including face-to-face training and induction sessions).
10. Undertaking regular (minimum annually) reviews and updates of BM Group’s Complaints Policy and complaints e-learning modules.
11. Leading on the integration of complaints processes for acquired businesses.
12. Work to develop knowledge of BM Group’s business, including all products, services (including legacy/closed products).
13. Perform role always ensuring adherence to the expected behaviours stated in the FCA Conduct Rules.
Knowledge, Skills and Experience:
1. Demonstrable experience working within and ideally leading a Complaints function within a Wealth Management firm.
2. Strong technical knowledge of investment management and financial planning, including the regulatory requirements that apply to all of BM Group’s products and services (e.g. Consumer Duty, suitability, annual reviews, HMRC/ISA rules, pensions requirements).
3. A well-developed knowledge of the FCA DISP rules, the Financial Ombudsman Service processes and requirements, Pensions ombudsman requirements.
4. Proven internal and external stakeholder management skills and experience engaging governing bodies, leveraging relationships to gather expertise required in relation to resolving complaints, whilst remaining independent from the business.
5. Able to work to strict deadlines and deal with a high volume of complaints, some of which are very complex.
6. Proactive, and willing and able to adapt, for example when BM Group enters into new business lines/product offerings as a result of acquisitions.
7. Relevant professional qualification (e.g. CII, CISI) is desirable, but not essential.
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