Assessment & Investigations Manager

ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

We're currently looking for an Assessment and Investigations Manager on a full time, permanent basis.

This position sits within the Assessment and Investigations team, based in our London office, with hybrid working available.

The job

Reporting to the Head of Assessment and Investigations, on a day-to-day basis, you'll be involved in the following:

Drafting letters of rejection, where complaints are rejected and responding to any subsequent communications from relevant parties in accordance with departmental policies to ensure that investigations are undertaken only on complaints that meet defined parameters, thereby ensuring complaints are deal with proportionately and effectively
Training and supervision of the investigating officers for whom line management responsibility is held to ensure appropriate knowledge is acquired and that case work is conducted within legal parameters and in accordance with departmental policies and procedures
Ensuring that investigations and conciliations are carried out to an appropriate level of quality and in a timely manner in accordance with KPIs, ensuring consistency in complaints handling and decision making
The above is to be achieved and monitored by: Providing guidance/coaching to investigating officers as required and ensuring complaints are resolved in proportionate manner which is appropriate to the complaint under consideration; Carrying out quarterly and ad hoc file reviews and dealing with any concerns arising by discussion with relevant colleagues; Regularly reviewing the resources and capacity of your team by monitoring caseloads, and other indicators and taking action as required
Ensuring that procedural documents are maintained and kept up to date.
Responding to complaints about investigations/conciliated cases, where appropriate
Working closely with other managers within the team and other colleagues in the Professional Conduct Department to ensure consistency in decision-making and supporting the Head of Assessment and Investigations to facilitate the smooth running of the Assessment & Investigations Team
Working closely with the other Assessment and Investigations Managers in reviewing all new complaints and deciding whether they should be rejected at initial review stage or accepted and allocated appropriately for investigation or conciliation to investigating officers to ensure new complaints are promptly dealt with in accordance with departmental KPIs.

The person

An accountant with regulatory legal experience or a barrister or solicitor with post qualification contentious legal experience in any area of law.

Post qualification experience of alternative dispute resolution or commensurate experience is advantageous.

The postholder will also be able to demonstrate:

Experience of effective management of resources and colleagues to meet targets and competing deadlines
Analytical ability to critically analyse voluminous material, identify key issues and all salient considerations with a high level of attention to detail including in cases of a complex and/or technical nature
Ability to confidently formulate and articulate informed and properly reasoned decisions verbally and in writing
Strong interpersonal skills with the ability to build effective working relationships with internal and external stakeholders at all levels and the ability to influence others
A 'can do attitude' with proactive, flexible and agile approach
IT literate with an ability to use a computerised case management system
A recognised dispute resolution qualification would be considered an advantage as would familiarity with the accountancy profession/accounting procedures or demonstrable aptitude for quickly assimilating such knowledge.

We strive to create an environment where you can prioritise your wellbeing and offer a competitive benefits package to help you do this. We provide an employee assistance programme and are proud to offer a financial wellbeing tool to our employees.

We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.

For more information on ACCA, your journey as a candidate and the benefits of working with ACCA please visit our Work for Us page here