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.

• 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.

• 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.

• 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.

• 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.