About the Opportunity

Job Description

Title:                 Complaints Quality and Assurance Lead

Department:     Resolutions                    

Location:           Kingswood Fields (Hybrid)

Reports To:      Andrew Craib

Level                Senior Manager

We support our clients and members in planning for their futures so they can enjoy the lives they aspire to. We take this responsibility seriously, motivating us to make ethical choices—not only for our clients but also for one another and the wider community. Join Resolutions and take pride in the contributions you make.

About your team

Resolutions help Fidelity uphold Integrity and Trust by acting bravely, boldly, curiously, and compassionately, while resolving complaints and offering independent data and insights.

About your role

The Head of Complaints Quality & Assurance owns the strategy and delivery of the complaint handling quality framework within Resolutions. The role leads both QC and QA functions, ensuring accurate, fair, and customer-centric outcomes while supporting operational efficiency.

A key focus is partnering closely with complaint handling teams to uplift quality, drive consistency, and enhance production performance. The role also strengthens learning and feedback across Resolutions, identifies systemic issues, contributes to RCA activity, and drives improvements to processes, governance, and capability.

Key Responsibilities

Leadership & Strategy

• Set and deliver the Complaints Quality & Assurance strategy.
• Lead and develop the QC and QA teams; embed clarity and high standards.
• Implement the new quality operating model and support the wider restructure.
• Promote a culture of strong customer outcomes and continuous learning across Resolutions.

Quality Control & Quality Assurance Frameworks

• Own QC and QA methodologies, ensuring regulatory and internal alignment.
• Ensure effective sampling, scoring, calibration, and feedback processes.
• Provide independent assurance of complaint outcomes.
• Maintain consistency through calibration and quality forums.

Operational Partnership

• Work closely with complaint handling teams to improve quality and production.
• Identify and address behavioural, capability, or systemic issues.
• Embed feedback loops and learning routines into frontline operations.
• Support sustainable quality and performance through strong relationships.

Insights, MI & Reporting

• Own quality MI, reporting, and commentary.
• Highlight trends, risks, and systemic issues.
• Present insights and recommendations to senior leaders and governance forums.

Continuous Improvement & RCA

• Contribute to RCA through quality insights and evidence.
• Support prioritisation and delivery of improvement initiatives.
• Highlight and address control gaps or design weaknesses.

Risk, Compliance & Governance

• Act as key liaison for Risk, Compliance, and Audit.
• Chair complaints quality governance meetings.
• Support representation at conduct or governance committees.
• Ensure compliance with FCA DISP, TCF, Consumer Duty, and Ombudsman expectations.

People & Stakeholder Leadership

• Build capability and uplift performance across QC and QA.
• Support delivery of coaching insights and performance management.

• Foster strong working relationships across Operations, Risk, and Compliance.
• Role-model collaborative, customer-focused leadership.

About you

Essential

• Senior leadership experience in quality, complaints, or regulated operations.
• Strong QC/QA knowledge and experience improving quality frameworks.
• Ability to interpret insights and drive actions.
• Excellent stakeholder influence and communication skills.
• Strong risk and control understanding.

Desirable

• Experience in complaints or financial services operations.
• Working knowledge of DISP, TCF, Consumer Duty.
• Experience contributing to RCA processes.
• Good data literacy.

Skills & Competencies

• Customer-focused mindset and strong judgement.
• Constructive challenge and ability to uphold standards.
• Clear, confident communicator.
• Collaborative leadership style.
• Continuous improvement mindset.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.