Handle and investigate customer complaints in line with internal procedures, FCA DISP and Consumer Duty. Communicate findings, draft Final Response Letters, liaise with internal teams, support FOS submissions and regulatory reporting, meet SLAs/KPIs, and suggest process improvements based on trend analysis.

Lead day-to-day outsourcing and third party risk activities as first line of defence. Own TPRM framework execution: due diligence, ongoing monitoring, contract risk review, registers, reporting, and stakeholder coordination across Procurement, Legal, InfoSec, Compliance, and Operational Risk. Support regulatory submissions, audits, and continuous improvement of controls and tooling.

Lead and manage the CDD operations team for merchant onboarding and ongoing KYC reviews, ensuring regulatory compliance, SLA adherence, quality assurance, process improvements, stakeholder liaison, tooling optimization with Product/Tech/vendors, and performance reporting to identify risks and capacity issues.