Complaints, Quality Assurance & Training Operations Specialist

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 deadlinesAnalysing causes of complaints and proposing process, system and/or training solutions to reduce repeat complaintsDelivering 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 requirementsHaving awareness of potential customer vulnerabilities and applying that to outcomesMaking outbound calls to complainants as part of complaint investigations, where requiredProducing clear and detailed written complaint final response lettersCompleting internal complaint reporting and bi-annual external FOS complaint returnsReviewing all Operations SOPs to attain expert knowledge of all 1st line Operations processes as well as their rationale and updating SOPs and policies where requiredClearly understanding risks and controls around all 1st line Operations processesLiaising with 2nd line functions for advisory on regulatory compliance and financial crime to establish areas of QA focusCompleting 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 controlsCompiling QA results and presenting to Director of Operations and Operations Managers and Operations Team LeadersDrafting recommendations for management of process, system or control improvements and/or training needsDelivering training of all processes to new starters and existing staff for Deposit, Cash, and Lending OperationsWorking with Deposit, Cash, and Lending Operations Managers to identify process training needs for existing staffPartnering with Compliance, Financial Crime and MLRO to identify regulatory, financial crime, fraud, AML training needsContinually updating training materials to ensure up-to-date content for training sessionsRequirements:Experience of complaint handling within a UK regulated banking environmentExperience of working with or for the Financial Ombudsman ServiceKnowledge of relevant regulatory bodies including the FCA, ICO, etcVery high attention to detail and ability to execute in a structured mannerSome 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, etcAbility to critically review and challenge numbers, having strong analytical skillsAbility to draft training materialsBenefits & Perks:Equity. We want people to have a stake in the business so that all our interests are aligned.25 days holidayPersonalized benefits – opt-in to what matters to youEnhanced maternity and paternity leaveWellbeing and social eventsSupport causes that matter to you – Volunteering time offSalary sacrifice schemes (Cycle to work, nursery, gym)About UsWe’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 storyOakNorth 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.For more information regarding our Privacy Policy and practices, please visit:
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