Senior Analyst – Compliance and Complaints

Responsibilities

• Oversee the execution and ongoing enhancement of the Conduct Risk Framework, ensuring it remains robust, proportionate, and aligned with regulatory expectations.
• Ensure appropriate processes and procedures are in place to identify, assess, manage, and mitigate Conduct Risk across the business.

• Ensure that all conduct and complaints-related policies, procedures, and supporting documentation are maintained, up to date, and reflect current regulatory requirements and best practice.

• Oversee the handling of complaints, ensuring they are managed in line with regulatory requirements and internal standards.
• Ensure timely and accurate complaints reporting, including internal MI, regulatory returns, and reporting where applicable.
• Maintain effective oversight of outsourced complaints arrangements, ensuring third parties operate in line with expected conduct standards.

• Maintain relationships with Delegated Claims Administrators (DCAs) and other outsourced providers handling complaints.
• Oversee outsourced and external complaints handling relationships to ensure Conduct Risk exposures are identified and mitigated.

• Liaise directly with External Dispute Resolution (EDRs), including but not limited to - Financial Ombudsman Service (FOS), AFCA (Australian Financial Complaints Authority) OAFS (Malta Financial Services Authority) on escalated complaints.
• Support responses to regulatory enquiries, thematic reviews, and information requests.

• Prepare and deliver high-quality management information (MI) and reporting to relevant governance forums, including trend analysis and root cause insights.
• Analyse conduct and complaints data to identify emerging risks, themes, and areas for improvement, and propose appropriate recommendations.

• Monitor developments in regulatory requirements relating to Conduct Risk, complaints handling, and consumer protection.
• Support the implementation of regulatory change, including drafting and embedding new processes, procedures, and controls.

• Support delegated claims audits, with a focus on Conduct Risk and complaints handling practices.
• Identify actions arising from audit findings and oversee their resolution, ensuring appropriate validation and closure.

• Provide second line oversight and challenge to ensure Conduct Risk is appropriately considered and managed within first line activities.
• Support governance forums (e.g. Delegated Authority Committees) through the provision of clear, concise and insightful reporting.
• Ensure that Conduct Risk exposures, emerging issues and material complaints trends are escalated appropriately and in a timely manner.
• Contribute to the annual Conduct Risk assessment, including linkage to Consumer Duty outcomes and fair customer treatment.
• Maintain a robust audit trail of decisions, actions, and oversight activities to support internal audit and regulatory scrutiny.
• Support SMCR requirements by ensuring clear accountability, documented oversight, and adherence to Conduct Rules.
• Provide assurance that outsourcing and delegated arrangements operate within risk appetite and in accordance with regulatory expectations.