Consumer Duty Manager

Consumer Duty ManagerDepartment: CEO Location: LondonReporting To: CEOPurposeManage 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 forConsumer Duty:Own, define and embed DNA’s Consumer Duty frameworkReview update and maintain all related (internal and external) documentation Work cross-functionally with various business teams to produce the annual Fair Value AssessmentWork 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 requestsComplaintsManage 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 improvementsReport complaints MI to Senior Management as requiredLiaise with the Financial Ombudsman Service (FOS) as requiredAbout YouStrong working knowledge of FCA Consumer Duty related Customer Complaint FCA rules.Proven experience in complaints handling and/or regulatory compliance within UK financial servicesExperience producing Board-level reporting and MIStrong analytical and root-cause investigation skillsExperience in working cross-functionally Strong communication skillsWhat’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 ProgrammeWe value ambition, curiosity, and honesty – it’s in our DNA.