• 16 June 2008
• Reference: JR200016

• Procedures & Process Improvement Manager - Docklands

• Docklands Competitive Permanent

A procedures & process improvement manager is required for the UK's leading wealth manager, serving affluent, high net worth and intermediary clients worldwide, providing international and private banking, fiduciary services, investment management and brokerage.



The customer relations department resolves regulatory complaints for the firm. These will include endowment, investment, pensions and any other type of regulated complaint. Customer relations are primarily responsible for ensuring that all complaints are dealt with within the regulatory requirements of the FSA.



The role of the procedures & process improvement manager will be to assess existing practises within the department and to identify, improve and implement changes across CRD operations for the commercial/client benefit.



The ideal candidate will influence, create and prioritise a pipeline of continuous improvement and strategic change opportunities, in order to enhance the customer experience and increase operational efficiency. This will be achieved through good project management experience.



The candidate should have a thorough understanding of the complaints lifecycle within the financial industry along with knowledge of group and FSA governance requirements (including know your customer, suitable advice, money laundering and data protection) but this is not essential.

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