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About the Role
Lead the management of regulated complaints, deliver critical reporting to internal and regulatory stakeholders, and champion change initiatives to improve operational processes. This role is based in our London office.
Responsibilities
- Support day-to-day complaints management
- Produce regular and ad hoc reporting
- Maintain complaints procedure and related literature
- Quality checking of complaint records and data
- Lead change activity
- Support administration of complaint handling software
Requirements
- Proven experience managing complaints in a regulated environment, ideally within wealth management
- Strong knowledge of UK, Channel Islands and Irish regulatory frameworks
- Track record of successfully delivering change projects
- Advanced Excel skills with the ability to analyze data, interpret findings, and translate them into actionable recommendations
- Excellent organizational skills with meticulous attention to detail and the ability to thrive under pressure
- Proficiency across the Microsoft suite
- Demonstrated ability to communicate complex information clearly to diverse audiences
- A proactive mindset around continuous improvement and embracing organizational change
- Quick learner who can grasp new concepts and translate them for colleagues
Skills
- Active Learning
- Adaptability
- Communication
- Customer Service
- Decision Making
- Group Problem Solving
- Interpersonal Relationship Management
- Operational Delivery
- Product Services
- Time Management
Location
- London, United Kingdom
Work Type
- Permanent
- Full-time
- Hybrid
Benefits
- A comprehensive Total Rewards Program including bonuses, flexible benefits and competitive compensation.
- Leaders who support your development through coaching and managing opportunities.
- Opportunities to work with the best in the field.
- Work in a dynamic, collaborative, progressive, and high-performing team.
About the Company
- At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.