Operations / Regulatory Support Analyst

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 complaint volumes, resolution times, quality metrics, and customer satisfaction indicators.

• Lead regular performance reviews with suppliers, driving continuous improvement and remediation where required.

Technical SME & Fraud Escalation

• Act as an escalation point and subject matter expert for complex wallet-related fraud cases.

• Conduct in-depth investigations, root cause analysis, and trend reviews to support fraud prevention and control enhancements.

• Collaborate closely with Fraud, Risk, Compliance, and Product teams to improve controls and customer protections.

Stakeholder & Risk Collaboration

• Partner with Compliance, Legal, Risk, Operations, and Customer Experience teams to ensure consistent regulatory interpretation and execution.

• Support policy development, training, and guidance for customer support teams and suppliers on regulatory and conduct expectations.

• Proven experience working within a regulated financial services environment, ideally banking, payments, fintech, or e-money.

• Strong understanding of FCA regulatory frameworks, particularly Consumer Duty and operational resilience expectations.

• Experience overseeing outsourced or third-party customer support operations, including KPI management and governance.

• Hands-on experience with complaints handling, customer outcomes analysis, or conduct risk.

• Strong analytical and investigative skills, particularly relating to fraud or complex customer cases.