Quality & Complaints Specialist in Operations

Job Description

We are looking for a Quality & Complaints Specialist in the Due diligence, Fraud & Complaints Function.

You will be part of a Nordic team with 6 great colleagues.

Your tasks and areas of responsibility and deliveries:

• Complaint’s reporting, follow up on mitigating actions and execute on actions plans.

• GDPR breaches

• Execute/support training and knowledge sharing across Operations to ensure correct behavior ref. GDPR, Op Risk events and complaints

• Monitor adequate documentation of controls across operations (Heracles driven). Review adequate control evidence on a quarterly basis, either by delegation or through samples

• Participate in monthly coordinator meetings

• Support to Legal in Complaint Board cases and to OPS in relation to complex complaint cases.

• Follow-up on events in own function in cooperation with managers, action owners and others. Responsibility for mitigation of risks depends on what is decided in each function and BAU process

• Promote and assist work on internal controls for Nordic Operations

• Drive and ensure harmonization, efficiencies, and standardization through optimizations

• Deliver on personal and business goals

• Facilitate monthly Quality & Complaints Forum

Activities within the role:

Main process:

• Non-Financial Risk/Op Risk Events (Support Operations within ICM, BIA and RCSA)

• Reporting (internal and external)

Your qualifications and skills:

• Strong communicator and good team player

• Strong ability to execute

• Highly analytical and solution oriented

• Strong ability to understand complex issues

• Passionate about risks, controls, documentation, and structure

• Data driven and skilled within creating reports

• Proactive and solution driven attitude – love to succeed

• Motivate, inspire, and energize your surroundings

• Structured and a doer

• Transparent, open and honest

Qualifications and experience:

• Solid understanding and experience from financial/service industry

• Good understanding and knowledge of customer/partner journeys/processes

• Solid business understanding

• Ability to understand dependencies across the bank

• Ability to effectively train and covey messages to others

• Fluent in written and spoken Danish and solid in written and spoken English.

• Minimum two years experience within areas of responsibility

We offer

• An opportunity to work in a large, high-performing international company, in a dynamic environment that is constantly changing
• A corporate culture that is professional and dynamic, yet informal. Bureaucracy is kept to a minimum, as we expect our skilled employees to make long lasting and impactful decisions to shape our future
• Highly competent, dedicated, and friendly co-workers with strong collaboration across the Nordics

Are you interested?

If you have the right profile, will and enthusiasm, please send your application and CV via the link already today. Applicants are considered ongoing.

You are welcome to contact recruiting leader, Arja Pynnönen on tel. +358 503757454, if you have any questions about the position.