Consumer Duty Manager

Job description

Consumer Duty Manager Department: CEO Location: London Reporting To: CEO Purpose Manage and oversee DNA’s approach to FCA Consumer Duty including end-to-end management of customer complaints, ensuring DNA deliver fair customer outcomes, regulatory compliance, and continuous improvement across products, services, and communications. You will be responsible for Consumer Duty: Own, define and embed DNA’s Consumer Duty framework Review update and maintain all related (internal and external) documentation Work cross-functionally with various business teams to produce the annual Fair Value Assessment Work cross functionally with multiple business teams to proactively identify areas of improvement or poor value. Working proactively with the relevant functions to track and support remediation actions. Act as subject matter expert on Consumer Duty, including tracking and responding to Regulatory Changes. Support the delivery of training (and associated training materials) to the DNA Training Team Support provision of any regulatory or audit requests Complaints Manage the complaints process end-to-end as an individual contributor including: Responding to all customer complaints and closing/responding in line with Regulatory Timelines (min) Oversee root cause analysis, identifying trends and driving remediation and process improvements Report complaints MI to Senior Management as required Liaise with the Financial Ombudsman Service (FOS) as required About You Strong working knowledge of FCA Consumer Duty related Customer Complaint FCA rules. Proven experience in complaints handling and/or regulatory compliance within UK financial services Experience producing Board-level reporting and MI Strong analytical and root-cause investigation skills Experience in working cross-functionally Strong communication skills What’s in it for you? You’ll work with a collaborative team and will join a fast-growth fintech where you’ll get the chance to learn and develop. If that’s not enough, you’ll also receive the following benefits: Life Assurance Ride to work 25 days holiday per year Private Medical Employee Assistance Programme We value ambition, curiosity, and honesty – it’s in our DNA.