Description

Senior SME Complaint Consultant - Complaints Operations - Banking

London

Inside IR35

emagine is a high-end professional services consultancy and solutions firm specialising in providing business and technology services to the financial services sector, we power progress, solve challenges and deliver real results through tailored high-end consulting services and solutions.

We have created a culture of openness and integrity by building genuine and strong relationships and partnerships, enabling us to be uncompromising in our dedication in delivering the optimal service for our clients. Our commitment is not just towards our clients but we aim to foster a positive and equitable working environment with our consultants and colleagues which stems from our core values: Confident, Dedicated, Responsible, Genuine.

We are seeking an experienced senior leader to design, propose, implement, and operate an outsourced complaints management service for a UK Business and Commercial Bank (experience in retail banking will also be considered).

This role is critical to ensuring full compliance with UK regulatory standards (FCA, Financial Ombudsman Service), delivering operational excellence, and leveraging automation and analytics to improve customer outcomes and regulatory confidence.

This is a large-scale, complex transformation initiative requiring a strategic mindset to identify appropriate segments for outsourcing, design robust operating models, and embed strong governance. Consultants will bring deep expertise in business remediation, transformation, and automation, alongside practical insights from comparable programmes.

Key Responsibilities

• Lead and present comprehensive client proposals, including operating models, SLAs, KPIs, controls, and risk frameworks
• Act as the primary client-facing leader throughout solution design, mobilisation, and early operations
• Embed UK complaints handling regulations, ensuring adherence to statutory timelines and escalation requirements
• Implement Consumer Duty principles, including root cause analysis, outcome testing, and management information (MI) reporting
• Establish and manage outsourcing governance, including audit rights, performance oversight, and exit strategies
• Ensure compliance with UK-to-India data transfers, including appropriate data protection agreements and controls
• Design and establish a multi-channel complaints operation across digital, voice, and written channels
• Recruit, train, and oversee teams, embedding quality assurance frameworks to drive consistent operational excellence
• Deploy and optimise case management platforms, integrating AI-driven automation and workflow tools
• Deliver against service objectives for customer satisfaction, regulatory compliance, and operational efficiency
• Drive continuous improvement through analytics, automation, and process optimisation

Key Requirements

• Proven track record in setting up and running global contact centre or complaints operations
• Strong experience with UK banking complaints regulations and customer service standards
• Practical knowledge of Consumer Duty and outcome-based MI reporting
• Demonstrated expertise in outsourcing governance, operational resilience, and third-party risk
• Hands-on experience with CRM and case management platforms (e.g. Pega, Salesforce)
• Solid understanding of data protection and cross-border data transfer requirements
• Experience managing diverse, geographically distributed teams
• Knowledge of industry standards such as COPC and ISO for contact centres
• Experience using AI-driven quality assurance, speech analytics, and automation tools
• Strong commercial acumen, including budget ownership and financial management
• Executive presence with the ability to influence senior stakeholders and regulators

Additional Information
This role operates in a global delivery context, balancing remote and on-site operational efficiencies over a defined engagement period. The successful candidate will be comfortable navigating complex regulatory environments while driving high standards of service delivery, control, and customer outcomes.

Our People

The ideal consultants will share our values and be aligned with our ways of working and as your career progresses, you can expect to work across all areas of the project lifecycle, from strategy to implementation. This will provide you with a broad base of experience from which to build an outstanding career.

The ideal consultants will share our values and be aligned with our ways of working and as your career progresses, you can expect to work across all areas of the project lifecycle.

We pride ourselves on;

• Providing our people with a supportive culture, rooted in our values and driven by our purpose.
• Promoting a culture of inclusion, collaboration, well-being, and learning and development.
• Providing increased agility and flexibility within our hybrid working model
• Investing in employees' growth through ongoing training and development
• Autonomy to take ownership of projects, making decisions and demonstrating individual expertise
• Providing an transparent performance and career management experience.

Our consultants are integral to delivering successful consulting engagements, addressing our clients' most pressing business challenges, and build lasting value in disciplines such as:

• Solve sophisticated, ambiguous business, change and technology problems, bringing structure and meticulous analysis and planning, acting, and taking decisions with little strategic direction
• Build, develop and sustain trusted senior client relationships in the C-suite by remaining highly attuned to client needs
• Drive, enable and support the business, partnering with our leaders, clients, and consultants across our practices to take the best of emagine to our clients through opportunity identification/qualification, solution development/presentation

Interested?

At emagine, we are committed to building an international and diverse team by embracing our different backgrounds.

If you are up to the challenge and would like to find out more, get in touch with us immediately, our internal recruitment team is always keen to hear from dynamic individuals that are looking to further their career and explore their full potential.

"emagine is an equal opportunity employer, and employment practices are based strictly on merit. It is the policy of the Company to give equal opportunity in employment regardless of sex, sexual orientation, marital status, race, age, disability, gender reassignment, pregnancy and maternity, religion or ethnic origin"