The role of the Complaints Manager is to have overall oversight and responsibility of the EMEA Complaints team, ensuring the accurate execution of the client complaint process for the SVB UK Branch.
Reporting to the Snr Manager of UK Client Service and Payment Operations, the Complaints Supervisor/Manager will bring Subject Matter Expertise (SME) of the end to end complaints process, as well as a deep understanding of the FCA Disp. Rules and Financial Ombudsman's practices.
Leading a small team, the Complaints Supervisor/Manager will be responsible for the day to day supervision of the team, ownership of BAU processes and team performance. There will also be an expectation to leverage SME skills to drive the identification, design and delivery of project and change activity
Experience and general financial industry knowledge, from a complaints perspective, would be a
strong benefit. They may represent SVB at industry related events and local community events to promote brand awareness whilst keeping up to date with market developments that impact the bank.
There is a need for the individual to have a good understanding of general banking practices as each complaint will need to be classified in line with PSR, PSD2 and MiFID requirements and during disposition close attention must be paid to the Treating Customers Fairly policy.
A "continuous improvement" focus is required to drive improvements in efficiency and to spot opportunities to automate, simplify and streamline in order to enhance the client experience and further differentiate SVB.
Responsible for leading the EMEA Complaints team and the organisation and co-ordination of day to day tasks and activities.
Ensure appropriate resource planning is undertaken to maintain coverage across team disciplines and activities
Maintain and develop a thorough technical knowledge of the complaints processes, controls and procedures
Have ultimate oversite of team, ensuring workloads are balanced and all complaints are handled in like with the SVB EMEA Complaints Policy.
Be an advocate for challenging current methods of complaints handling in support of continuous improvement; identify, recommend and secure appropriate approval for delivering process change.
Continually assess the effectiveness of the team and critically analyse team performance data and via proactive coaching ensure that continuous improvement is targeted and achieved; Undertake QA on all resolved complaints, to ensure adherence to Disp. Rules and regulation Prepare and present management information relating to the branch complaints performance, analysis trend analysis with a view to present to a range of forums
Be the ultimate point of escalation, provide guidance to the complaints handler for any complaints of a more complex nature
Ensuring exceptional levels of client service at all times
Prompt escalation of complaints that have breached the SVB UK complaints handling procedure
Conduct one to one meetings with colleagues ensuring that objectives and PDP plans are actively discussed, targeted and met; use MI and other data to provide feedback and coaching
Motivate, plan development, coach, train, induct and conduct one to one meetings to performance appraise employees to set performance standards, recognise achievement and deal with performance issues
A-Level qualifications or above
Subject matter expert of client complaint handling, in a Corporate banking environment.
Proven experience of handling complex complaints and escalations
Thorough understanding of the FCA Disp. rules and ombudsman practices.
Enthusiasm for delighting clients
Experience in banking operations or a prior client facing role
Strong interpersonal, analytical, problem solving, organizational, prioritization, decision-making, and conflict resolution skills
Positive energy, "spirit of collaboration" and partnership
Proactively build internal relationships and collaborate with others
Excellent communication abilities, including strong written and verbal skills, and the ability to explain complex issues and convey information, both internally and externally, in an articulate and professional manner