Senior SME Complaint Consultant - Complaints Operations - BankingLondonInside IR35emagine is a high-end professional services consultancy and solutions firm specialising in providing business and technology services to the financial services sector, we power progress, solve challenges and deliver real results through tailored high-end consulting services and solutions. We have created a culture of openness and integrity by building genuine and strong relationships and partnerships, enabling us to be uncompromising in our dedication in delivering the optimal service for our clients. Our commitment is not just towards our clients but we aim to foster a positive and equitable working environment with our consultants and colleagues which stems from our core values: Confident, Dedicated, Responsible, Genuine.We are seeking an experienced senior leader to design, propose, implement, and operate an outsourced complaints management service for a UK Business and Commercial Bank (experience in retail banking will also be considered).This role is critical to ensuring full compliance with UK regulatory standards (FCA, Financial Ombudsman Service), delivering operational excellence, and leveraging automation and analytics to improve customer outcomes and regulatory confidence.This is a large-scale, complex transformation initiative requiring a strategic mindset to identify appropriate segments for outsourcing, design robust operating models, and embed strong governance. Consultants will bring deep expertise in business remediation, transformation, and automation, alongside practical insights from comparable programmes.Key ResponsibilitiesLead and present comprehensive client proposals, including operating models, SLAs, KPIs, controls, and risk frameworksAct as the primary client-facing leader throughout solution design, mobilisation, and early operationsEmbed UK complaints handling regulations, ensuring adherence to statutory timelines and escalation requirementsImplement Consumer Duty principles, including root cause analysis, outcome testing, and management information (MI) reportingEstablish and manage outsourcing governance, including audit rights, performance oversight, and exit strategiesEnsure compliance with UK-to-India data transfers, including appropriate data protection agreements and controlsDesign and establish a multi-channel complaints operation across digital, voice, and written channelsRecruit, train, and oversee teams, embedding quality assurance frameworks to drive consistent operational excellenceDeploy and optimise case management platforms, integrating AI-driven automation and workflow toolsDeliver against service objectives for customer satisfaction, regulatory compliance, and operational efficiencyDrive continuous improvement through analytics, automation, and process optimisationKey RequirementsProven track record in setting up and running global contact centre or complaints operationsStrong experience with UK banking complaints regulations and customer service standardsPractical knowledge of Consumer Duty and outcome-based MI reportingDemonstrated expertise in outsourcing governance, operational resilience, and third-party riskHands-on experience with CRM and case management platforms (e.g. Pega, Salesforce)Solid understanding of data protection and cross-border data transfer requirementsExperience managing diverse, geographically distributed teamsKnowledge of industry standards such as COPC and ISO for contact centresExperience using AI-driven quality assurance, speech analytics, and automation toolsStrong commercial acumen, including budget ownership and financial managementExecutive presence with the ability to influence senior stakeholders and regulatorsAdditional InformationThis role operates in a global delivery context, balancing remote and on-site operational efficiencies over a defined engagement period. The successful candidate will be comfortable navigating complex regulatory environments while driving high standards of service delivery, control, and customer outcomes.Our PeopleThe ideal consultants will share our values and be aligned with our ways of working and as your career progresses, you can expect to work across all areas of the project lifecycle, from strategy to implementation. This will provide you with a broad base of experience from which to build an outstanding career. The ideal consultants will share our values and be aligned with our ways of working and as your career progresses, you can expect to work across all areas of the project lifecycle.We pride ourselves on;Providing our people with a supportive culture, rooted in our values and driven by our purpose.Promoting a culture of inclusion, collaboration, well-being, and learning and development.Providing increased agility and flexibility within our hybrid working modelInvesting in employees’ growth through ongoing training and developmentAutonomy to take ownership of projects, making decisions and demonstrating individual expertiseProviding an transparent performance and career management experience.Our consultants are integral to delivering successful consulting engagements, addressing our clients’ most pressing business challenges, and build lasting value in disciplines such as:Solve sophisticated, ambiguous business, change and technology problems, bringing structure and meticulous analysis and planning, acting, and taking decisions with little strategic directionBuild, develop and sustain trusted senior client relationships in the C-suite by remaining highly attuned to client needsDrive, enable and support the business, partnering with our leaders, clients, and consultants across our practices to take the best of emagine to our clients through opportunity identification/qualification, solution development/presentationInterested? At emagine, we are committed to building an international and diverse team by embracing our different backgrounds. If you are up to the challenge and would like to find out more, get in touch with us immediately, our internal recruitment team is always keen to hear from dynamic individuals that are looking to further their career and explore their full potential. “emagine is an equal opportunity employer, and employment practices are based strictly on merit. It is the policy of the Company to give equal opportunity in employment regardless of sex, sexual orientation, marital status, race, age, disability, gender reassignment, pregnancy and maternity, religion or ethnic origin”