Summary
Overview
Work history
Skills
Timeline
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Shamanae Taylor

London,ENG

Summary

A seasoned Head of Complaints with over 8 years of experience leading large teams of customer service reps, investigators, and adjudicators in the financial industry. I pride myself on being adaptable and self-driven, with a knack for building strong relationships with stakeholders and navigating complex regulatory environments. I enjoy tackling challenging problems with strategic thinking and innovative solutions. As a collaborative leader, I focus on clear communication, effective conflict resolution, and fostering a positive team environment. Passionate about streamlining operations, driving projects forward, and supporting the growth and development of any business I work for.

Overview

14
14
years of professional experience

Work history

Head of Complaints and Regulated Operations

Curve
Paddington, City of Westminster
11.2023 - 09.2025
  • Led and managed complaints team to ensure efficient and effective handling of customer complaints in UK, EU and USA
  • Developed, improved, implemented complaint handling policies and procedures in alignment with FCA regulatory standards
  • Ensured full compliance with relevant regulatory requirements and industry best practices
  • Managed relationships with key stakeholders, including regulators, internal departments, and external partners
  • complaint data to identify trends, root causes, and areas for improvement
  • Implemented corrective and preventive actions based on data analysis to enhance customer experience and operational quality
  • Drove continuous improvement initiatives to reduce complaint volumes and improve service delivery
  • Monitored regulatory changes and updated policies and processes accordingly to maintain compliance
  • Provided leadership, training, and development to foster a culture of compliance and excellence
  • Developed strategic roadmap for complaints management, encompassing training, quality assurance, and Root Cause Analysis
  • Prepared and delivered regular performance reports and insightful analyses for VP of Operations and C-Suite
  • Demonstrated ability to master complex topics and analyze information rapidly
  • Skilled in making quick, informed decisions to achieve optimal outcomes
  • Managed GDPR requests, ensuring compliance within regulatory standards

Academy Team Manager

The Financial Ombudsman Service
London, Canary Wharf
06.2022 - 11.2023
  • Led and trained a team of 25 investigators, ensuring regulatory compliance and delivering excellent customer service.
  • Managed workload, performance, case allocation, and service issue resolution.
  • Conducted regular 1:1s and performance reviews; supported team development and skill enhancement.
  • Played a key role in onboarding and training, including onboarding contingent investigators.
  • Led delivery of new projects, acting as 'Go-to TM' for investigator-related initiatives.
  • Developed customer service standards and quality control processes, boosting satisfaction and opinion quality.
  • Maintained strong knowledge of operational procedures, complaint handling, and dispute resolution across financial products.
  • Managed day-to-day service issues, including complaint handling and dispute resolution.
  • Implemented process improvements to increase efficiency and productivity; analyzed data to identify improvement areas.
  • Ensured strict adherence to policies and procedures; delivered results within budget and deadlines.
  • Recruited and placed investigators effectively, aligning skills with business needs.
  • Collaborated across departments to enhance complaints handling processes and team performance.
  • Influenced stakeholders at all levels, safeguarding the interests of The Financial Ombudsman Service and customers.
  • Promoted continuous improvement through problem-solving and operational suggestions.
  • Consistently exceeded KPIs by driving team engagement and performance.
  • Utilized Microsoft Office tools to develop process maps and communication materials, supporting performance management and regulatory compliance.

Contingent Investigator

The Financial Ombudsman Service
London, Canary Wharf
02.2020 - 06.2022
  • Conducted initial investigations of complaint files following complaint handling regulations and internal procedures.
  • Maintained and updated internal databases with all complaint and dispute activity.
  • Collaborated with internal teams and customers to ensure appropriate settlements were made while working 100% remotely.
  • Achieved and resolved the required targets of 20 resolutions per month, whilst researching and investigating new complaints.
  • Demonstrated extensive knowledge of complaints involving unaffordable and irresponsible lending, which relate to credit cards, guarantor loans, personal loans, payday loans, rent to own, and catalogue shopping.
  • Utilized FCA guidelines around treating customers positively and sympathetically to provide a fair and reasonable outcome while upholding impartiality.
  • Classified, identified and escalated potential red flag risks in line with relevant procedures.
  • Responded to and prioritised safeguarding concerns to protect vulnerable members of society.

Senior Team Manager

The Financial Ombudsman Service
London, Canary Wharf
10.2015 - 02.2020
  • Designed new accreditation models for contingent operations of services to ensure new adjudicators became knowledgeable assets, which reduced previous accreditation process from 6 months to 3 months, decreased costs, and boosted productivity.
  • Conducted quarterly random security sweeps to ensure services were in compliance with The Data Protection Act and internal policies.
  • Ensured any and all incidents were properly logged when risks were identified, and a report was shared with appropriate stakeholders.
  • Mentored team managers in transitioning from the main part of the business to a contingent operation, supporting them with becoming accustomed to different procedures and processes.
  • Recorded and documented team performance on a monthly basis to ensure productivity, customer service, and quality were maintained to a high standard ensuring expectations were managed.

Adjudicator

General Banking
London
04.2015 - 10.2015
  • Led investigations and liaised with financial organizations to gain and gather information to resolve formal disputes between businesses and consumers while upholding the organization's values.
  • Prioritized work to ensure all targets were exceeded, and vulnerable consumers were prioritized.
  • Gathered data related to customer service quality and relayed reports to senior leaders for analysis to identify areas of improvement.

Senior Personal Banker & Counter Manager

Barclays Bank Plc
London, Essex
01.2012 - 04.2015
  • Provided banking advisory services to help customers achieve personal finance goals. which increase sales target by 30%.
  • Maintained existing client relationships through Customer Discussion Documents and regular telephone contacts to drive product sales and increase customer retention rates.
  • Promoted from Counter Manager to Senior Personal Banker within 15 months, as all targets exceeded excellent attitude to work shown.

Skills

  • Problem-solving
  • Communication skills
  • Public speaking
  • Team building
  • Quality Assurance
  • Complaint troubleshooting

Timeline

Head of Complaints and Regulated Operations

Curve
11.2023 - 09.2025

Academy Team Manager

The Financial Ombudsman Service
06.2022 - 11.2023

Contingent Investigator

The Financial Ombudsman Service
02.2020 - 06.2022

Senior Team Manager

The Financial Ombudsman Service
10.2015 - 02.2020

Adjudicator

General Banking
04.2015 - 10.2015

Senior Personal Banker & Counter Manager

Barclays Bank Plc
01.2012 - 04.2015

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Shamanae Taylor