Complaints, Quality Assurance & Training Operations Specialist
Manchester
OakNorth Bank – Operations /
Permanent - Full Time /
On-site
We have an exciting opportunity to join OakNorth Bank as a Complaints, Quality Assurance & Training Operations Specialist! This is a full-time, permanent, office-based position in Manchester reporting to our Director of Operations. This will be a hands-on role, where the successful candidate will carry out detailed complaint investigations from the, as well as complete quality assurance on the execution of existing processes and help management in training of new Operations staff.
Responsibilities:
- Investigating and resolving all company-wide personal banking, business banking, and lending customer complaints within internal process SLAs and external regulatory deadlines
- Analysing causes of complaints and proposing process, system and/or training solutions to reduce repeat complaints
- Delivering fair outcomes of all complaints thorough investigations of all data related to the complaint, bearing in mind customer circumstances, company policies, as well as regulatory and legal requirements
- Having awareness of potential customer vulnerabilities and applying that to outcomes
- Making outbound calls to complainants as part of complaint investigations, where required
- Producing clear and detailed written complaint final response letters
- Completing internal complaint reporting and bi-annual external FOS complaint returns
- Reviewing all Operations SOPs to attain expert knowledge of all 1st line Operations processes as well as their rationale and updating SOPs and policies where required
- Clearly understanding risks and controls around all 1st line Operations processes
- Liaising with 2nd line functions for advisory on regulatory compliance and financial crime to establish areas of QA focus
- Completing monthly Business Assurance Testing as well as scheduled sample-sized reviews of all 1st line Operations processes based on risk level, ensuring all processes completed accurately and in compliance with SOPs and controls
- Compiling QA results and presenting to Director of Operations and Operations Managers and Operations Team Leaders
- Drafting recommendations for management of process, system or control improvements and/or training needs
- Delivering training of all processes to new starters and existing staff for Deposit, Cash, and Lending Operations
- Working with Deposit, Cash, and Lending Operations Managers to identify process training needs for existing staff
- Partnering with Compliance, Financial Crime and MLRO to identify regulatory, financial crime, fraud, AML training needs
- Continually updating training materials to ensure up-to-date content for training sessions
Requirements:
- Experience of complaint handling within a UK regulated banking environment
- Experience of working with or for the Financial Ombudsman Service
- Knowledge of relevant regulatory bodies including the FCA, ICO, etc
- Very high attention to detail and ability to execute in a structured manner
- Some knowledge of banking products like Fixed Term Deposits, Notice Accounts, Easy Access Accounts, Fixed Rate ISAs, Easy Access ISAs, Business Current Accounts, Business Trading Loans, Property Development Loans, etc
- Ability to critically review and challenge numbers, having strong analytical skills
- Ability to draft training materials
Benefits & Perks:
- Equity. We want people to have a stake in the business so that all our interests are aligned.
- 25 days holiday
- Personalized benefits – opt-in to what matters to you
- Enhanced maternity and paternity leave
- Wellbeing and social events
- Support causes that matter to you – Volunteering time off
- Salary sacrifice schemes (Cycle to work, nursery, gym)
About Us
We’re OakNorth Bank and we embolden entrepreneurs to realise their ambitions, understand their markets, and apply data intelligence to everyday decisions to scale successfully at pace.
Banking should be barrier-free. It’s a belief at our very core, inspired by our entrepreneurial spirit, driven by the unmet financial needs of millions, and delivered by our data-driven tools.
And for those who love helping businesses thrive? Our savings accounts help diversify the high street and create new jobs, all while earning savers some of the highest interest on the market.
But we go beyond finance, to empower our people, encourage professional growth and create an environment where everyone can thrive. We strive to create an inclusive and diverse workplace where people can be themselves and succeed.
Our story
OakNorth Bank was built on the foundations of frustrations with old-school banking. In 2005, when our founders tried to get capital for their data analytics company, the computer said ‘no’. Unfortunately, all major banks in the UK were using the same computer – and it was broken.
Why was it so difficult for a profitable business with impressive cashflow, retained clients, and clear commercial success to get a loan?
The industry was backward-looking and too focused on historic financials, rather than future potential.
So, what if there was a bank, founded by entrepreneurs, for entrepreneurs? One that offered a dramatically better borrowing experience for businesses?
No more what ifs, OakNorth Bank exists.
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