Operations / Regulatory Support Analyst

Job description

We are seeking an experienced professional to lead oversight, compliance, and operational assurance for customer support services within a regulated financial environment. This role is critical in ensuring customer outcomes align with FCA Consumer Duty principles , overseeing outsourced service providers, and acting as a subject matter expert for complex wallet-related fraud cases. The successful candidate will bring strong regulatory awareness, operational rigour, and hands-on experience within banking, payments, or a similarly regulated sector. Key Responsibilities: Oversight & Regulatory Compliance: Design, implement, and maintain customer support oversight frameworks aligned to FCA Consumer Duty requirements and internal risk standards. Monitor customer outcomes, conduct regular assurance activities, and identify gaps or risks in service delivery. Prepare oversight reporting and evidence to support internal governance forums, audits, and regulatory reviews. Outsourcing & Vendor Management: Oversee and manage outsourced customer support providers, ensuring service delivery meets regulatory, contractual, and performance expectations. Define, track, and analyse KPIs, including com...