Operations and Regulatory Support Analyst

Delta CapitaLondon, Greater London, United Kingdom

On-site Full-time

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Experience Level

Experience

Qualifications

Demonstrated experience in a regulated financial services environment, preferably in banking, payments, fintech, or electronic money sectors. Deep understanding of FCA regulatory frameworks, especially regarding Consumer Duty and operational resilience. Experience in managing outsourced or third-party services, with a focus on compliance and performance metrics. Excellent analytical, problem-solving, and communication skills. Ability to work collaboratively with cross-functional teams and external partners.

About the job

The ideal candidate will demonstrate a solid regulatory understanding, operational rigor, and extensive hands-on experience in banking, payments, or a closely regulated field.

Key Responsibilities

Oversight & Regulatory Compliance

Develop, implement, and uphold customer support oversight frameworks that meet FCA Consumer Duty standards and internal risk guidelines.
Assess customer outcomes, perform routine assurance checks, and pinpoint risks or gaps in service delivery.
Compile oversight reports and documentation to support internal governance, audits, and regulatory assessments.

Outsourcing & Vendor Management

Oversee outsourced customer support providers, ensuring compliance with regulatory, contractual, and performance standards.
Establish, monitor, and analyze KPIs, such as complaint volumes, resolution timelines, quality metrics, and customer satisfaction scores.
Conduct regular performance evaluations with suppliers, fostering continuous improvement and remediation as necessary.

Technical SME & Fraud Escalation

Serve as an escalation point and technical expert for intricate wallet-related fraud cases.
Execute thorough investigations, perform root cause analyses, and conduct trend assessments to bolster fraud prevention and control measures.
Work closely with Fraud, Risk, Compliance, and Product teams to enhance controls and safeguard customer interests.

Stakeholder & Risk Collaboration

Collaborate with Compliance, Legal, Risk, Operations, and Customer Experience teams to ensure consistent regulatory interpretation and application.
Assist in the development of policies, training, and guidelines for customer support teams and suppliers regarding regulatory and conduct expectations.

About Delta Capita

Delta Capita is a leading provider of consulting, technology, and managed services in the financial sector. Our commitment to operational excellence and regulatory compliance empowers our clients to navigate the complexities of the financial landscape with confidence. We pride ourselves on fostering a culture of integrity, innovation, and collaboration.

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