Junior Legal - Complains & Mediation Officer (Insurance)

Baringa

ABOUT BARINGA  Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation. Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World’s Best Management Consulting Firms. OUR CUSTOMER PRACTICE ARE LOOKING FOR AN EXPERIENCED SENIOR CONSULTANT OR MANAGER TO JOIN THE TEAM.  Our Customer team is hiring a motivated and talented individual, from Senior Consultants to Manager, to help our clients evolve how they serve their customers in a world increasingly shaped by AI. From rethinking the end-to-end customer journey through to embedding AI into day-to-day operations, we help clients turn ambition into something that actually works.  WHAT YOU WILL BE DOING You’ll work side-by-side with clients to identify and drive improves in how customer service operates - understanding demand, journeys and pain points, and identifying where AI can genuinely add value to improve customer outcomes and efficiency.  You’ll be designing and delivering real change - not just strategy on paper - getting into the detail of how contact centres run today, and what it takes to make improvement stick.  You will be particularly focused on:  * Reimagining customer service: improving how contact centres operate - from demand management and journeys through to channel mix, automation and service design * Applying AI in customer environments: identifying and shaping where AI can add value across voice and digital channels (e.g. IVR, chat, agent assist), with a clear view on what will drive real operational impact * Hands-on end-to-end delivery: working across the lifecycle from strategy through to design and implementation - shaping roadmaps, standing up pilots and supporting real-world delivery * Owning delivery: leading workstreams or small pods - setting direction, driving progress and being accountable for outcomes * Working as one team with clients: leading workshops and aligning stakeholders across Product, Tech and Operations to move delivery forward at pace * Supporting growth: contributing to proposals and helping shape new opportunities across customer and AI * Supporting others: coaching junior team members and acting as a go-to within your area    YOUR SKILLS AND EXPERIENCE    We’re looking for people with strong foundations in customer and contact centre transformation, who bring a clear, practical perspective on how AI can be applied to improve service.  * Strong grounding in customer contact operations: deep understanding of how contact centres run day-to-day across voice and digital channels (sales, service, complaints), including demand drivers, KPIs and operational challenges  * Applied understanding of AI in service environments: able to identify, shape and prioritise AI use cases (e.g. IVR automation, chatbots, agent assist), with a clear view on feasibility, value and operational impact  * Experience with customer and AI technologies: understanding of the platforms that enable modern contact centres and AI capabilities, with a practical view of what works in the real world  * Structured thinking and clear point of view: able to frame problems, form recommendations and communicate clearly to senior stakeholders  * Strong client delivery: comfortable building high-quality outputs (strategies, roadmaps, business cases) and working at pace in delivery environments  * Data-driven decision making: using data and insight to identify opportunities, prioritise effectively and guide decisions  * Building value cases and buy-in: able to articulate clear value and bring stakeholders with you to support change  * Drive and ownership: comfortable navigating ambiguity, structuring problems and taking responsibility for outcomes  * Collaboration and stakeholder management: confident working across Product, Technology and Operations, bridging technical and non-technical teams  * Curiosity for how AI is evolving: keeps up to date with the space and brings practical insight into client work    WHAT A CAREER AT BARINGA WILL GIVE YOU  PUTTING PEOPLE FIRST. BARINGA IS A PEOPLE FIRST COMPANY AND WELLBEING IS AT THE FOREFRONT OF OUR CULTURE. WE RECOGNISE THE IMPORTANCE OF WORK-LIFE BALANCE AND FLEXIBLE WORKING AND PROVIDE OUR STAFF AMAZING BENEFITS. SOME OF THESE BENEFITS INCLUDE:  * Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.  * Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.  * Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.  * Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.  * Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.  DIVERSITY AND INCLUSION We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.  AN AWARD-WINNING WORKPLACE You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. Click here to see some of our recent awards and how we’ve achieved this.  USING BUSINESS AS A FORCE FOR GOOD.  We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.  We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have. JOIN US All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.   BARINGA PRIVACY NOTICES For UK & EU Your personal data will be retained by Baringa for up to two years, in accordance with our UK Recruitment Privacy Notice / EU Recruitment Privacy Notice, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at privacy@baringa.com For the USA Your personal data may be retained by Baringa for up to two years, as outlined in our Recruitment Privacy Notice (AMER & APAC), to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access to or correction of your personal information. For further details, please contact privacy@baringa.com For Australia & Singapore Your personal data will be retained by Baringa for up to two years, in accordance with our Recruitment Privacy Notice (AMER & APAC), to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore’s Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at privacy@baringa.com

IONITY

YOUR MISSION As (Junior) Data Protection Manager on a temporary one-year contract, you will, in close collaboration with the DPO, work on and continuously improve IONITY’s Data Protection Management System and ensure compliant and pragmatic Data Protection and privacy practices across the organisation. You will advise internal stakeholders on GDPR and related requirements, drive Data Protection-by-design, and reduce risk through robust processes, training, and effective incident and vendor management. * Establishment, operation, and continuous further development of the Data Protection management system. * Manage and continuously improve Data Protection processes, the Records of Processing Activities, retention periods and Data Protection related workflows. * Perform contract and supplier checks and support contract negotiations. * Conduct Data Protection vendor assessment and ensure appropriate contractual, technical, and organisational measures are in place. * Manage personal data breaches in line with legal requirements. * Act as the point of contact for Data Protection inquiries and related topics from internal and external stakeholders. * Coordinate and drive EU AI Act compliance for AI use cases by advising stakeholders, performing compliance assessments and documentation, implementing AI literacy measures, and aligning vendor and operational requirements.  YOUR PROFILE * Studies in law or a comparable qualification, with comprehensive knowledge of the GDPR and other relevant laws and regulations related to Data Protection (for example E-Privacy Directive and national laws, EU AI Act). * Several years of professional experience in Data Protection, ideally in a tech- and data-driven environment. * Strong ability to assess both legal and technical implications of data processing, and to translate requirements into practical solutions. * Basic understanding of IT security, IT terminology and relevant security standards (for example SOC 2, ISO 27001), and how they translate into technical and organizational measures. * Ability to provide qualified, clear, and pragmatic advice as a responsible and reliable partner for diverse stakeholders. * Commitment to staying up to date with and to quickly adapt to new and specialized tasks related to Data Protection, Artificial Intelligence, Information Technology, and compliance. * Proficient negotiation and communication skills in German and English, both fluent. * Relevant privacy or security certifications (for example CIPP/E, CIPM, CIPT) is beneficial. #LI-Remote

iBanFirst

As a Junior Operational Risk Officer, you will play a key role in reinforcing iBanFirst's operational risk framework, with particular of our Business Continuity and Resilience programme and our Third Party / Outsourcing Risk Management activities. You will work closely with the Operational Risk Manager, pCISO, and business stakeholders to ensure that iBanFirst remains resilient, compliant, and well-prepared for disruptions, in line with DORA, NBB, and other applicable regulatory requirements.    Key Responsibilities  Operational Risk Management  * Support the maintenance and enhancement of the Operational Risk Framework, including the risk taxonomy, risk register, and risk appetite statements.  * Assist in facilitating Risk and Control Assessments (RCAs) with business units, particularly for process changes, new products, and new market entries.  * Map and document end-to-end business processes, identifying key controls, risk exposures, and process gaps in collaboration with first-line teams.  * Support the continuous improvement of process documentation, ensuring process maps remain accurate and up to date following organisational or operational changes.  * Collect, record, and analyse incidents, supporting root cause analysis and remediation tracking.  * Contribute to the development and maintenance of operational risk policies and procedures, ensuring alignment with regulatory expectations.  * Support a proactive risk culture across first-line teams by acting as a day-to-day advisor on risk-related matters.  Business Continuity & Operational Resilience  * Support the maintenance and testing of BCPs and DRPs across critical business functions and ICT systems, documenting findings and tracking remediation actions.  * Contribute to monitoring impact tolerances and recovery objectives (RTO/RPO), in line with DORA and EBA guidelines.  Third Party Risk Management  * Help maintain the Register of Information for outsourcing and ICT third-party arrangements in line with DORA and EBA requirements.  * Support risk assessments and due diligence for third-party providers and assist in monitoring their ongoing performance.    Your Profile  Required Experience & Skills  * 2+ years of experience in operational risk, business continuity, third party risk management, ideally within a regulated financial institution (bank, payment institution, fintech, or financial services group).  * Understanding of DORA (Digital Operational Resilience Act) requirements, including ICT third-party risk management, resilience testing, and incident reporting obligations.  * Practical experience in BCP/DRP development and testing.  * Experience managing or contributing to outsourcing risk governance, including risk assessments, contract reviews, and register maintenance.  * Familiarity with EBA Guidelines on outsourcing, PSD2, and relevant NBB supervisory expectations.  * Strong analytical and documentation skills, with the ability to translate regulatory requirements into practical frameworks and processes.  * Excellent communication skills in English; French and/or Dutch are a strong asset.    Personal Attributes  * Structured, detail-oriented, and organised, with the ability to manage multiple workstreams simultaneously.  * Autonomous and proactive, with a genuine ownership mindset.  * Comfortable working cross-functionally and challenging stakeholders constructively.  * Curious about emerging risks and regulatory developments in the fintech/payments space.  * Team player who thrives in a collaborative and fast-moving environment.    What we offer: You will join one of the fast-growing companies and a dynamic team in the center of Brussels  * A market conform salary; * Hospitalization insurance, group insurance and pension; * A reimbursement for your phone and public transport; * Meal-vouchers and eco-vouchers * 20 legal plus 12 extra vacation days (based on a full time employment)   Who we are: iBanFirst is a fast-growing European fintech that is revolutionizing international payments for SMEs. Founded in 2016, our platform empowers Small & Medium Multinationals (SMMs) to regain control over their payment operations: currency conversion (FX), international transactions, and foreign exchange risk management across 140 countries — quickly, transparently, and securely.  We make life easier for SMEs through an advanced technology platform (automation, APIs, AI…) combined with dedicated expertise, offering the best of both worlds: the agility of a SaaS solution and the reliability of a trusted partner.  By simplifying complexity, iBanFirst helps thousands of bold companies seize global business opportunities with peace of mind — delivering simplicity, transparency, and security.    Key figures  * 350+ employees across 13 offices in 10 European countries  * 30+ nationalities represented, average age: 32  * 10,000 corporate clients trust us  * €65M in revenue in 2024, with a target of around €85M in 2025  * Profitable for nearly two years  * Ranked for 6 consecutive years in the Financial Times FT1000, among the fastest-growing European companies  * An NPS of 87.5 — an exceptional score in our industry that reflects enthusiastic client feedback on the simplicity, speed, and quality of our service    A strong culture built around 4 core values  Team First : The complexity of our industry demands collective intelligence. We prioritize cooperation, transparency, and knowledge sharing. Success is a team effort, and decisions are made together.  Tenacity : We’re transforming a challenging and highly regulated market. It requires endurance, fast learning, and resilience — qualities rooted in our entrepreneurial DNA.  Transformation : Innovation is not a buzzword; it’s a necessity in a constantly shifting and strategic sector. We innovate with intent: every technical, product, or organizational improvement is designed for real impact.  Trust : Trust is the foundation of everything we build — with our clients and, above all, internally. It’s driven by ownership, autonomy, and a shared commitment to transparency, rigor, and reliability.    Why join us?  * We operate at the heart of a strategic and fast-evolving sector: international payments for SMEs — a complex, high-potential market.  * We’re driven by a meaningful mission: helping bold “Small & Medium Multinationals” succeed globally.  * Our platform integrates cutting-edge technologies (AI, automation…), making it an ideal playground to test, learn, and innovate continuously.  * You’ll join an agile environment where your expertise has tangible impact, working alongside talent from top financial institutions.  * iBanFirst is profitable and backed by long-term investors:  * Xavier Niel and Bpifrance, historical shareholders, have supported and trusted us from the beginning  * In 2021, the entry of Marlin Equity Partners marked a new chapter in our international ambitions    #LI-CH1 #LI-ONSITE