Claire Lupton Lupton Email & Phone Number

This role has varied, starting in Quality Assurance for Complaints to supporting Senior Leader with remediation projects, reviews, governance documents and ad hoc work.

Was responsible for setting up and ensuring robust governance in place. Lead a team managing effective governance meetings, including pack creation and minute taking. Also had oversight of operational controls and data management. In this role worked close with control owners and continual monitoring teams to proactively manage risk and multiple stakeholders across business lines.

Responsible for UK Complaint Quality oversight team and focus was on UK Complaints Performance. Working close with all brands and business lines had oversight of team of Quality Managers who monitored complaint outcomes to make sure meeting regulatory requirements and delivering great customer outcomes.

Senior Leader in specialist department in wealth advice complaints and studied to gain qualification as required for the role. This role was a mix of responsibilities-Overseeing Complaints Quality and FOS Liaison Team making sure we get the right outcomes for customers. -Responsible for Professional standards for the department ensuring complaint handlers competency, onboarding and training was completed with continual professional development. We provided second line checks to support this.-Risk management and working close with compliance and audit teams to make sure the department was meeting regulatory requirements and providing the right outcomes for customers. -Worked closed with data protection teams and operational risk teams.

Ba (Hons)Media & Cultural Studies, 2.2

Cultural Studies is an inter-disciplinary field looking at how social institutions shape culture. Also studied media with interest how.

Level 4 Diploma In Regulated Financial Planning, Financial Planning And Services