DNA Payments
Consumer Duty Manager at DNA Payments in London, GB
Job Description
Consumer Duty Manager
Department: CEO
Location: London
Reporting To: CEO
Purpose
Manage and oversee DNA’s approach to FCA Consumer Duty including end-to-end management of customer complaints, ensuring DNA deliver fair customer outcomes, regulatory compliance, and continuous improvement across products, services, and communications.
You will be responsible for
Consumer Duty:
Own, define and embed DNA’s Consumer Duty framework
Review update and maintain all related (internal and external) documentation
Work cross-functionally with various business teams to produce the annual Fair Value Assessment
Work cross functionally with multiple business teams to proactively identify areas of improvement or poor value. Working proactively with the relevant functions to track and support remediation actions.
Act as subject matter expert on Consumer Duty, including tracking and responding to Regulatory Changes.
Support the delivery of training (and associated training materials) to the DNA Training Team
Support provision of any regulatory or audit requests
Complaints
Manage the complaints process end-to-end as an individual contributor including:
Responding to all customer complaints and closing/responding in line with Regulatory Timelines (min)
Oversee root cause analysis, identifying trends and driving remediation and process improvements
Report complaints MI to Senior Management as required
Liaise with the Financial Ombudsman Service (FOS) as required
About You
Strong working knowledge of FCA Consumer Duty related Customer Complaint FCA rules.
Proven experience in complaints handling and/or regulatory compliance within UK financial services
Experience producing Board-level reporting and MI
Strong analytical and root-cause investigation skills
Experience in working cross-functionally
Strong communication skills
What’s in it for you?
You’ll work with a collaborative team and will join a fast-growth fintech where you’ll get the chance to learn and develop. If that’s not enough, you’ll also receive the following benefits:
Life Assurance
Ride to work
25 days holiday per year
Private Medical
Employee Assistance Programme
We value ambition, curiosity, and honesty – it’s in our DNA.