Business Governance Complaints Analyst

4 tygodni temu


Kraków, Lesser Poland Aon Pełny etat
What the day will look like

- Contribute to the effective management of the components of the Complaints framework that sit within the Business Governance team.

- Support AUKL business units to manage their complaints within policy and regulatory requirements and timeframes.

- Log complaints in accordance with policy requirements.

- Prepare and distribute complaints reporting – weekly, monthly, quarterly and ad-hoc as required.

- Maintain and update complaints collateral, including training material, Aon Avenue complaints related pages and complaints training modules.

- Identify opportunities for improvement within the complaints process whilst ensuring all policy and requirements are met; collaborate within the Business Governance team and Compliance team to explore and implement opportunities were possible, including taking advantage of automation / platform improvement options.

- Review and analyse complaints data metrics, identifying root causes and trends; escalating as appropriate, and working with key stakeholders to agree and implement solutions.

- Contribute to specific project initiatives as appropriate.

- Support system upgrade for Respond complaints system.

- Support collation of data for regulatory RMAR declaration to FCA.

- Assist with the coordination of management responses for compliance reviews and audits and ensuring that all matters of significance are monitored and tracked through to completion.

- Consumer Duty Quarterly Data Preparation (Wealth AIL Data, Vulnerable Customers, CIL Items).

- Upload process mapping to OneView for Operational Resilience.

- Support Scenario Testing for Operational Resilience – logging responses, uploading to OneView, keeping audit trail.

- Support preparation of Operational Resilience Board Self-Assessment document.

- Support quarterly declaration process for binders.

- WRF User Access Review.

- Support update of WRF SOPs.

- Support Swiss Individual Cross Border Licence Applications.

- Prepare Governance Dashboard template.

- Exiger User Access Review.

- Support all activities to ensure that the business units understand and adhere to governance requirements in key areas.

How this opportunity is different

Specifically, the role of Governance Analyst operates within a pool of cross-skilled resources, providing multi-disciplined support, through:

- Coordinating, undertaking and supporting governance activities in accordance with the requirements of Aon's own internal policies and procedures and those of its regulators.

- Providing support to members of the Business Governance team and wider business.

- Where appropriate, taking ownership for assigned projects and initiatives.

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