Quality Oversight Manager - Complaints - 18 Month Fixed Term Contract/Secondment

## Uncover Your Next Career Milestone: A Deep Dive into the Quality Oversight Manager - Complaints Role

Are you a seasoned professional in quality control, passionate about driving excellence and making a tangible impact within the financial services sector? This fixed-term contract opportunity as a Quality Oversight Manager - Complaints at Fidelity presents a compelling avenue for career growth and meaningful contribution. Spanning 17 months, this role offers a focused period to leverage your expertise and shape critical complaint handling processes.

What Makes This Opportunity Stand Out?

• Strategic Impact: This role is not just about oversight; it's about strategic leadership. You will be instrumental in developing and implementing a cutting-edge Quality Checking Framework, directly influencing operational efficiency and elevating the standard of complaint resolution.
• Team Leadership and Development: As a manager, you'll lead a dedicated team of professionals, providing them with the guidance and support needed to excel. Furthermore, your role in mentoring Quality Checkers and supporting Team Managers fosters a culture of continuous improvement and skill enhancement across the department.
• Innovation and Technology Integration: Embrace the future of complaint handling by championing the use of Fidelity's GenAI tool. This is a fantastic chance to be at the forefront of technological advancements that drive efficiency and innovation.
• Collaboration and Influence: You'll be at the nexus of various teams, fostering collaboration between Team Managers and Quality Assurance. Your influencing and negotiation skills will be key in aligning diverse approaches with regulatory compliance, customer expectations, and business objectives.
• Professional Development: Fidelity demonstrates a commitment to your growth. The role includes a requirement to complete specific IOC certifications, underscoring the company's investment in your professional development and ensuring you remain at the cutting edge of regulatory knowledge.
• Meaningful Contribution: By enhancing complaint handling operations, you'll directly contribute to Fidelity's values of Integrity & Trust, ensuring clients feel heard, valued, and satisfied. This is an opportunity to be part of something bigger.
• Dynamic Environment: Working within the Resolutions department means engaging with a wide array of products and services, tackling both regulated and complex issues. This fast-paced environment promises continuous learning and exposure to diverse challenges.

Key Considerations for Your Career Path:

• Fixed-Term Contract: This role is a 17-month fixed-term contract. Candidates should consider how this aligns with their long-term career planning and aspirations. It offers an excellent opportunity to gain in-depth experience and make a significant contribution within a defined period.
• Location and Reporting Structure: The role is based in Kingswood and reports to the Head of Technical Support and Learning Hub. Understanding this reporting line and the collaborative nature of the department is crucial for success.
• Technical Acumen and Experience: While extensive experience in managing Quality Control within Financial Services, particularly complaint handling, is highly advantageous, the role also emphasizes adaptability and a willingness to learn. Your technical skills and management prowess will be highly valued.
• Regulatory Knowledge: A strong understanding of risk management, controls, and escalation is essential. The commitment to staying up-to-date with regulatory knowledge and competencies is paramount for this position.
• Proactive Engagement: The success of this role hinges on proactive engagement, establishing feedback loops, and fostering strong collaborative relationships. Candidates who thrive in environments where they can influence and drive change will find this particularly rewarding.

This Quality Oversight Manager - Complaints position is more than just a job; it's a platform to showcase your leadership, refine your skills, and contribute to a company that values its people and its clients. If you are ready to take on a challenging yet rewarding role and make a lasting impact, this opportunity warrants serious consideration in your career journey.