Lead Investigator (Complaints)

The Role The Risk and Compliance Oversight Division (R&CO) performs the second line of defence function in the FCA. R&CO helps the FCA identify, assess, and report risks that threaten the FCA's ability to deliver its statutory objectives. The Division is responsible for:

• Defining and owning the FCA Risk Management Framework;
• Providing ongoing guidance and oversight of risk management across the FCA;
• Enterprise-wide risk analysis and reporting;
• Delivery of Regulatory Investigations and Assurance;
• Compliance Oversight; and
• Complaints.

We are recruiting for a Lead Investigator to lead a team of investigators working in our Complaints Department. The Regulators (the FCA, PRA and Bank of England) are required to have a complaints scheme for the investigation of complaints about how we carry out our relevant functions. The Complaints Scheme is one of the accountability mechanisms for the Regulators and complaints provide an opportunity to help the organisation learn and continuously improve. The complaints we receive touch on most areas of the FCA and can be complex and high profile. Our work is also subject to scrutiny from the independent Complaints Commissioner who can make recommendations to the FCA, which we must respond to. What does the role involve? What are the key responsibilities?

• Supporting the Manager by leading a team of complaint investigators responsible for the investigation of complaints about the FCA.
• Act as deputy for the manager as required.
• Leading and managing the team; including operational, performance management, coaching and personal and competency development, with a strong focus on the development of knowledge, skills and performance of the team.
• Oversight of complex investigations and leading the investigations for the most complex cases.
• Leading investigation on high profile or high complexity complaints.
• Identification of areas for improvement within the team or the wider organisation and drive changes through to help with continuous improvement.
• As a Lead investigator, you will also play a key role in the work of the department and implementation of its ambitious plans.
• Strong and timely decision-making skills, based upon the accurate consideration of all the relevant factors.
• Excellent time and workload management, demonstrating the ability to manage and prioritise different tasks effectively.
• Responsible for developing and maintaining effective relationships with relevant stakeholders and partners, both internally and externally.
• Reviewing performance, management information, quality assurance and feedback to inform and drive continuous improvement of processes and the development of individuals in the team.
• Ability to prioritise workloads and demonstrate a risk-based approach to work.

What will the candidate get from the role? Working in the complaint team, you will benefit from working in an outcome focused team environment which will afford opportunities to:

• Be empowered and take responsibility for own workload and share experiences with others.
• Demonstrate leadership skills through leading a team of complaint investigators.
• Work across the FCA (e.g. Authorisations, Supervision, Enforcement, etc) on a range of complex issues.
• Demonstrate judgement, decision making, analysis & investigation and flexibility.
• Identify risks and issues and determine the best course of action.
• Put analytical, problem solving and professional skills into practice.
• Interact with a wide range of internal and external stakeholders.
• Training and personal development.
• Be involved in or lead projects

Skills/Experience Required We’re a signatory to the Government’s Disability Confident scheme. This means that we will offer an interview to disabled candidates entering under the scheme, should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. Minimum

• Experience in complaints investigations and management of investigations or any equivalent level of investigations expertise and management.
• Experience of managing others in terms of coaching, mentoring, QA, referral decisions, case management and case progression.

Essential

• Regulatory and/or financial services experience.
• Experience of inspiring others to high levels of performance.
• Communication - able to communicate clearly and effectively, both orally and in writing with both internal and external stakeholders.
• Team working - able to work collaboratively, developing good working relationships and ensuring that relevant information and best practice is shared appropriately.
• Ability to deliver against SLAs.
• Stakeholder management - able to develop strong working relationships
• Analysis and Investigation - able to analyse different sources of data and select the most appropriate for further investigation where required.
• Judgement & Decision making - able to demonstrate confidence in ability to use sound judgment to reach conclusions.
• Ability to work to tight deadlines and managing a team to deliver within statutory service standards.
• Personal Accountability - able to take personal responsibility for the quality and timeliness of work and able to achieve results with little oversight.
• Influencing and negotiation skills able to convince others to own expressed point of view and gain agreement.

Desirable

• Confidence to present recommendations to Senior Leaders and FCA committees.
• Knowledge of FCA systems.

About the FCA At the FCA, we’re creating a fair and more resilient financial system. We’re establishing more transparent relationships between financial services and their customers, building trust in financial markets and protecting vulnerable consumers. The FCA's Values & Diversity Our ambition is to create a diverse and inclusive workplace that reflects the society we serve, helping us to be a better regulator. As an inclusive employer, we are open to considering flexible working arrangements. Please contact our recruiter if you wish to apply for this role on a flexible basis. Useful Information

• This role is graded as Lead Associate – Level 6
• The FCA has a national role and is committed to a national footprint. This role can be based in London. Leeds or Edinburgh.
• The FCA has London and National Pay ranges to reflect regional differences. The salary for this role will be:
• London – up to £94,300 - salary offered will be based on skills & experience.
• National (roles in Leeds & Edinburgh) – up to £84,900 - salary offered will be based on skills & experience.
• Applications will close at midnight on the 7th June 2023.
• This role may close earlier due to high volumes of applications.

The FCA supports hybrid working and you will be expected to work 40% of your time over a month, in our office. We will consider other flexible arrangements, for example part time working, and you can discuss this with the recruiter. If you are interested learning more about the role, please contact Lorna Pilling on lorna.pilling@fca.org.uk Please note – Applications must be submitted through our online portal. Applications sent via email will not be accepted.