Experience

LHV Bank

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Compliance Monitoring

  • Dec 2022 - Present

  Reporting directly to the Chief Compliance Officer (SMF16) and supporting the wider 2nd Line of Defence in developing and implementing the broader compliance agenda for LHV Bank. The role plays a fundamental part in providing assurance to the Senior Management team and the Board that the bank is operating adequately within the compliance risk appetite and both its conduct and regulatory obligations. Key Purpose: • Design and implement a risk-based Compliance Monitoring Programme. • Work collaboratively with colleagues to co-ordinate activity on the CMP. • Support CCO in embedding a strong compliance culture across the organisation. Responsibilities include: • Design, implement, manage and deliver the Board-approved CMP, ensuring progress updates are provided to CCO and Executives. • Develop and maintain the compliance monitoring framework, including policies, procedures, reporting and record-keeping. • Effective and risk-focused identification and analysis of issues. Work with business areas to identify pragmatic solutions. • Ensure timely production of clear, succinct, risk-focused reporting. • Develop monitoring techniques using data and MI, utilising available technology. • Ensure the CMP delivers constructive feedback and challenge through robust stakeholder engagement and relationships. • Lead, develop and coach the Compliance Monitoring team. • Develop and deliver to the CCO relevant, risk-focused and clear compliance reporting, for onward communication, including to Executive Risk Committee, Board Risk Committee and ExCo. • Where necessary, support AML and Fraud team, CCO and/or CRO with investigations that have potential conduct risk impact • Support employee education on compliance-related matters – in a manner that promotes and enhances a robust organisation-wide compliance culture. • Provide constructive challenge and work positively to find solutions to compliance issues or developments. Show less



Vanquis Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Senior Manager Compliance Monitoring (Head of)

  • Aug 2021 - Nov 2022

  Reporting to the Compliance Director, with the objective of strengthening governance relating to Conduct and Regulatory risk, as well as risk and controls by designing and delivering an annual Compliance Monitoring Plan. Leading a team of Compliance professionals and providing significant input into the wider Risk Office Leadership Team. Providing support and guidance to the accountable SMF population in operational, tactical, strategic, relationship management and regulatory matters concerning the provision of assurance from a compliance monitoring perspective. Individual list of main duties include: • Manage and lead the compliance monitoring team to deliver efficient, effective and valued compliance monitoring activities • Conduct risk based planning activity to prioritise resources to ensure that monitoring activity is focused on the material regulatory risks facing the business • Create, review and deliver a Compliance Plan according to the regulatory risk profile • Review and monitor the output from the monitoring team • Compile, monitor and review a robust Monitoring plan • Promote team development • Build relationships and present issues to Stakeholders of all levels • Review and evaluate findings, identifying trends and work collaboratively with relevant stakeholders, ensuring key risk are understood and aligned with relevant functional remediation plans • Liaise with ExCo and Action Owners to understand the rationale for any overdue issues • Keeping abreast of regulatory developments and industry standards • Assistance with internal projects Show less



Countrywide

• United Kingdom
• Real Estate
• 700 & Above Employee

• Compliance Monitoring Manager / Compliance Oversight Manager

  • Sep 2019 - Aug 2021

  Reporting directly to the Head of FS Compliance, ensuring the appropriate design and delivery of an effective and robust 2nd line compliance monitoring plan to identify and mitigate both Regulatory and Conduct Risks, as well as help keep Countrywide PLC and its customers safe and secure. Designed and launched a Branch Oversight programme aimed to provide assurance and/or visibility of concerns to the relevant stakeholders that Mortgage and Protection Consultants, and their line management population, are effectively managing Conduct Risks. Enhanced the process to create a balanced and risk-based approach to designing a robust Compliance Monitoring Plan comprising Thematic reviews and designed to provide an opinion on systems and controls, their associated processes and oversight arrangements. Show less



Coventry Building Society

• United Kingdom
• Banking
• 700 & Above Employee

• Compliance Manager

  • Jan 2016 - Sep 2019

  Overall responsibility for the management and delivery of efficient, effective and comprehensive second line monitoring, providing the Society with assurance over FCA regulated retail compliance requirements and conduct risks. Responsibilities include: • Overseeing the independent assessment of key risk areas within a suitable timeframe. • Monitoring progress against the plan and promptly escalate any risks to its delivery. • Effective assessment, challenge and reporting on risks documented within the Conduct Risk Framework, including the identification of risks not identified by the first line. • Monitoring of progress towards completion/clearance of agreed actions. • Programme enhancements identified, recommended and implemented. • Development of the approach towards conduct risk oversight. • Effective management oversight to ensure accuracy of reviews. • Comprehensive depth of analysis and maintenance of evidential records. • Accurate, timely and clear reporting of risks and findings. • Appropriate recommendations of improvements to support first line managers.. • Development of effective relationships with key managers across the business. • Maintenance of effective relationships with other risk-focused functions, including Customer Experience, Internal Audit, Compliance Policy & Change, Operational Risk, Legal and Financial Crime. • Compliant financial promotions and marketing material. • Mortgage illustration and offer documentation issued to customers is correct, unambiguous and consistent. • External benchmarking of Society processes. • Recommendations for the development of compliance monitoring practices. • Direct reports support through regular performance discussions. • Regular career planning discussions. • Conducts coaching activity. • Identifies capabilities and opportunities for professional development. • Risk characteristics/indication identified. • Monitoring and measuring processes in place. • MI created to deadline. Show less



Santander

• Spain
• Banking
• 700 & Above Employee

• Compliance Monitoring Consultant

  • Dec 2013 - Jan 2016

  The Branch Oversight function prepares for and conducts in-situ visits within the Santander UK Retail Network, Business Banking and Corporate Banking. Oversight tests for, identifies and sets actions to remedy Conduct Risk. Findings are analysed and reported to the risk owners in the business. They are tracked and monitored accordingly to ensure that the bank is appropriately safeguarded and Santander's consumers are protected and treated fairly. The full and detailed responsibilities of the role include: • Assessing Regulatory Performance to decide whether it is acceptable • Understand the regulatory rules and expectations that apply to areas of the business • Prepare and follow written test plans • Carry out on-site visits to areas of the business • Communicate findings verbally so that risk owners understand any problems or issues • Challenge and investigate regulatory risk matters in order to satisfy the Compliance Director that risks have been identified, assessed, managed and reported effectively • Determine cause of failure. Define and recommend appropriate course of action. • Use monitoring and testing tools and techniques appropriately • Use MI and other ad hoc information to focus on specific elements with the monitoring plan in various business units • Recognise abnormal behaviour and investigate whistleblow allegations • Consult widely among colleagues within Compliance • Request for information and guidance are responded to promptly and accurately. • Work in an effective way to assist business with regulatory issues/queries raised. • Agree Business deadlines and meets those deadlines • Work closely with the business to identify and solve regulatory issues and ensure that regulatory requirements are being met. • Work closely with Compliance business facing function to ensure delivery of monitoring arrangements • Assist Regulatory Affairs deliver regulatory developments and requests for information from the FCA. Show less



GE Capital

• United States
• Financial Services
• 700 & Above Employee

• Team Manager

  • Apr 2012 - Nov 2012

  • Managing a team of Complaint Handlers within the ‘Customer Complaints’ department. • Recruited, coached and developed new Complaint Handlers for GE Money. • Heavily involved in the recruiting process, interviews and final selections for new starters. • Responsible for the coaching and developing of team members and review performance and quality targets. • Independently managed a small team of contract-based employees to perform short term duties and set targets accordingly. • Case handling complex escalated complaints in line with FSA’s TCF guidelines and DISP rules. • Calculating Redress payments when customer complaints are upheld. • I have worked alongside the Quality Team to develop and implement new failsafe criteria and procedure specifically to improve the overall complaint resolution process. • Carried out Quality Checking regime of my team’s complaint decisions, responses and redress calculations. • Daily targets reviews, management and communication with my team of complaint handlers. • MI Reporting / Provisioning of resources according to business needs and maximizing productivity according to business needs. • Heavily involved in various side projects including Lean Process and Process Analysis to maximise productivity, Quality and Consumer Outcomes. Show less



Lapithus Servicing LLP

• London, United Kingdom

• Loss Mitigation Specialist

  • Jul 2009 - Apr 2012

  • Responsible for direct negotiation with mortgage customers within portfolios purchased or managed by Apollo Capital. • Job is focused on minimizing any likely losses in the resolution of the loan through a variety of routes. • Build relationships with the mortgage customer and agree a resolution plan, which is then monitored on an appropriate basis. • Involved in auditing the work carried out by the Loss Mitigation team including review of specific cases. I have also been selected to head numerous projects within the Buy-to-Let Mortgage industry as well as • Carried out international consultancy projects in shortfall collections of defaulted mortgage loans. • Major contributor to the company’s new Arrears and Collections Policy. Show less



Crown Mortgage Management

• London, United Kingdom

• Loss Mitigation Specialist

  • Jul 2009 - Apr 2012

  • Responsible for direct negotiation with mortgage customers within portfolios purchased or managed by Apollo Capital. • Job is focused on minimizing any likely losses in the resolution of the loan through a variety of routes. • Build relationships with the mortgage customer and agree a resolution plan, which is then monitored on an appropriate basis. • Involved in auditing the work carried out by the Loss Mitigation team including review of specific cases. I have also been selected to head numerous projects within the Buy-to-Let Mortgage industry as well as • Carried out international consultancy projects in shortfall collections of defaulted mortgage loans. • Major contributor to the company’s new Arrears and Collections Policy. Show less



Welcome Financial Services Ltd

• Financial Services
• 1 - 100 Employee

• Assistant Branch Manager

  • May 2003 - Mar 2009

  • Daily management of a minimum of 350 accounts (approximately £3 million receivables) within a designated geographical area. • High level of customer care and relationship building. • Evaluation of customer information to make a credit lending decision and suitable insurance products. • Managing existing customer accounts and proactively identifying potential issues / problems and implementing solutions. • Duties also involve a significant period of time spent on the collections side of the business. As the standing Branch Manager, duties include: • Daily management of a team of 6-8 members of staff. • Branch performance to deliver a targeted profitability whilst using judgement to manage business risk. • Personally delivering training and coaching to all staff within the branch. • Directly dealing with issues or complaints raised by the accounts managers. Show less



HFC Bank

• Banking
• 300 - 400 Employee

• Customer Account Manager

  • Dec 2002 - May 2003

  Exceeded sales target for all HFC Bank and Hamilton Insurance products. Participated in business development programme, maximising potential sales opportunities Worked the collections queue to establish fair and reasonable long term solutions with overdue accounts customers. Exceeded sales target for all HFC Bank and Hamilton Insurance products. Participated in business development programme, maximising potential sales opportunities Worked the collections queue to establish fair and reasonable long term solutions with overdue accounts customers.



Esporta Plc, Milton Keynes

• Membership Advisor

  • Feb 2002 - Dec 2002



woburn safari park

• Animal Keeper and VIP Safari Guide

  • Jan 1998 - Jan 2001