Nicholas Brabner
Kent
Summary
Accomplished professional with extensive experience in running financial service operations and leading Financial Services (Complaints Assurance) teams. Demonstrates a strong understanding of FCA, DISP, CONC, and Consumer Duty regulations, ensuring adherence to regulatory requirements. Proficient in implementing policy and procedural changes, with a proven track record of effective people management and driving continuous improvement initiatives. Skilled in root cause analysis and delivering quality insight packs to senior leadership and EXCO. Committed to leveraging analytical skills and industry knowledge to enhance operational efficiency and achieve strategic objectives.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work history
Financial Crime Operations Manager
Starling Bank
London
03.2025 - 02.2026
- Led Starling Financial Crime Operation, 140 people, building cohesive, high-performing teams.
- Monitored operational productivity, identifying areas for efficiency improvements. Eight separate work streams.
- Implemented strategies to meet goals in customer and payment screening operations.
- Established communication plans across teams to promote collaboration and engagement.
- Proactively managed SLAs and key metrics, escalating issues promptly.
- Conducted monthly performance reviews to identify gaps and enhance operational models.
- Managed departmental budgets, recognising efficiencies for cost-saving improvements.
- Drove enhancements in QA and QC results on case investigations and customer outcomes.
Due Diligence Manager
Starling Bank
04.2023 - 03.2025
- Led team of CDD Senior Officers, Officers, and Associates to mitigate Financial Crime risks.
- Oversaw customer escalations across risk categories in compliance with policies.
- Reviewed procedures to identify undocumented risks in Financial Crime compliance.
Head of Complaints Assurance
National Savings and Investments (NS&I)
08.2021 - 04.2023
- Managed effective and compliant NS&I complaints procedures, mitigating reputational and financial risks before escalation to Financial Ombudsman Service.
- Drove improvements in department quality assurance and control results regarding case investigations and customer outcomes.
- Oversaw feedback process for complaints handling, ensuring timely corrective and preventative actions.
- Identified root causes to evolve NS&I complaint processes in line with TCF obligations.
- Implemented continuous improvements to existing Complaints Strategies and Policies.
- Ensured adherence to FCA DISP rules while amplifying customer perspectives.
- Analysed FCA consultation papers on complaint handling, evaluating impacts on NS&I and advising relevant committees.
- Oversaw annual budget management and delivery measures for stakeholder responsibilities and reporting.
Customer Relations Manager
National Savings and Investments (NS&I)
09.2016 - 07.2021
- Served as primary liaison between NS&I and Financial Ombudsman Service, negotiating resolutions to protect NS&I brand.
- Proactively resolved complaints to enhance customer experience prior to escalation.
- Ensured compliance with Financial Conduct Authority dispute resolution rules in high-profile cases.
- Conducted root cause analysis on complaint trends, recommending actions to improve service delivery.
- Coached operational teams on complaint handling, ensuring adherence to Key Performance Indicators.
Adjudicator
Financial Ombudsman Service
08.2012 - 09.2016
- Managed complex claims for vulnerable consumers, ensuring strict adherence to ADR compliance.
- Resolved disputes between consumers and financial businesses through analytical skills and DISP knowledge.
- Oversaw development and accreditation of over 800 adjudicators through targeted coaching initiatives.
- Conducted Quality Assurance checks by evaluating adjudicator performance against service quality metrics.
Education
Bachelor of Science - Sociology
Loughborough University
01.2006 - 01.2009
Skills
- Experience in leading Financial Services (Complaints Assurance, Fincrime Operations)
- Knowledge of FCA, DISP, CONC, Consumer duty to adhere to regulatory requirements
- Proficient and policy and procedural changes
- Effective people manager
- Accountable for continuous improvement initiatives following identified non-conformance
- Excellent writing verbal and analytical skills
- Root cause analysis and providing quality insight packs to Senior leadership/ EXCO
- Risk assessment and mitigation
Hobbies and interests
Playing bass guitar, reading, travelling, cooking and recently gardening
Timeline
Financial Crime Operations Manager
Starling Bank
03.2025 - 02.2026
Due Diligence Manager
Starling Bank
04.2023 - 03.2025
Head of Complaints Assurance
National Savings and Investments (NS&I)
08.2021 - 04.2023
Customer Relations Manager
National Savings and Investments (NS&I)
09.2016 - 07.2021
Adjudicator
Financial Ombudsman Service
08.2012 - 09.2016
Bachelor of Science - Sociology
Loughborough University
01.2006 - 01.2009