Experience

BLME

• United Kingdom
• Banking
• 100 - 200 Employee

• Compliance Manager

  • May 2022 - Present



Lendwise

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Compliance and Training Manager

  • Dec 2021 - May 2022

   Responsible for signing off all financial promotions, both investments related, and consumer credit related for social media, web banners and webpages. Provide all regulatory compliance advice to the business, both investment related, and consumer credit related. Responsible for creating and implementing the compliance monitoring plan prioritising monitoring activities based on risk. Provide the business with updates on any relevant legislation or industry findings which could impact Lendwise, and if required, work with the business area to create a plan of action to mitigate risk. Set up and lead the Compliance Committee which takes place monthly. The aim of this committee is to discuss all matters related to compliance, track relevant actions, and mitigate any identified risk. Solely responsible for the submission of all regulatory reporting including client money, ensuring compliance with FCA requirements. Created an eLearning strategy for all staff members ensuring all training allocated and given is relevant to their role and aids career progression. Worked with the business to ensure compliance with SM&CR, including sourcing relevant training for all SMF’s. Created workflow for client money daily reconciliations to ensure compliance with CASS. Re-wrote the Collection Manual and Collection Communication Guide to ensure all communication was relevant, clear, fair, and transparent.



Volkswagen Financial Services (UK)

• United Kingdom
• Financial Services
• 700 & Above Employee

• Compliance Officer

  • Aug 2020 - Nov 2021

   Accountable for providing accurate and timely compliance service delivery to allocated business areas/activities on both strategic development and operational matters. Provide independent day -to -day quality assurance support, guidance and recommendations to identify regulatory compliance risks associated with business activities.  Review relevant financial promotions including radio, television, social media and web manners for both VWFS UK and VIS Develop and maintain an understanding of regulatory requirements Keep abreast of regulatory developments and good practice.  Provide the business, with updates on the latest changes in the compliance Plan for and undertake monitoring activity in relation to the CMP to ensure alignment with relevant regulatory laws, regulations, policies and procedures.  Produce reports on the findings of monitoring activity, collating and analysing information gathered in addition to documenting any deficient conditions or weaknesses and propose viable recommendations for corrective action. Engage with relevant business areas to manage the implementation of the corrective action including the tracking of actions and the effectiveness of the actions Support the team in the design of the overall CMP and the individual scoping of reviews, in addition to identifying any amendments that might be required during its operational phase to facilitate appropriate decision -taking. Negotiate solutions to business matters, applying compliance knowledge and commercial judgement. Participate and advise on key business projects and thematic business wide compliance activity, as required. Attend and represent the business, as directed, at relevant forums and committees Support and deliver compliance and regulatory training and education to business colleagues where required, both on regulatory and compliance requirements and the related business standards and procedures. Complete and submit FCA reporting (RegData)



Elevate Credit International Limited

• Compliance Officer

  • Aug 2018 - Jul 2020

   Reviewed and enhanced the business’s systems, controls and governance to ensure that it met and exceed regulatory requirements. Worked with the business in times of change (to either existing products/strategy or the creation of new products/strategy) to ensure that it allowed for fair customer outcomes. Challenging business decisions, as and where required, and providing key recommendations to engineer continued compliance Review any financial promotions/customer communications to ensure that they meet all specified regulatory requirements (BCAP code, CAP code, FCA CONC & DPA/GDPR) Solely responsible for executing the Compliance Monitoring Plan, from testing through to reporting findings to the UK Board and all relevant key stakeholders Responsible for overseeing the management of identified issues from reporting the issue through to mitigation/acceptance Responsible for the business’s vendor management framework process (onboarding, ongoing due diligence, contract renewals and off boarding) Identified, organised and facilitated compliance training for the business ensuring continued compliance awareness Managing the development and delivery of the annual compliance roadmap to ensure continual adherence to necessary tasks Responsible for Enterprise Risk Management including Operational Risk Horizon scanning to ensure that any upcoming regulatory change was planned for appropriately



Intrum

• Sweden
• Financial Services
• 700 & Above Employee

• Customer Care Manager (Vulnerable Customers)

  • Oct 2015 - Jul 2018

   Redeveloped the business’s vulnerable customer policy, procedure and 1st line oversight to ensure not only it met regulatory requirements but also allowed for fair customer outcomes Created and delivered key training to ensure all staff are effectively trained on the needs and issues surrounding vulnerable customers, and how to identify vulnerability appropriately Led a team of five and coordinated all aspects of performance management, day-to-day delegation, training, recruitment and coaching Consistently monitored KPI performance to ensure adherence Carried out 1st line oversight on the team to identify key improvement areas/risk and then sought to remedy these where appropriate. Designed campaigns suitable to meet the needs of vulnerable customers Worked with third party clients (debt sellers) to demonstrate continued compliance Created and deployed continuous improvement strategies to drive change across the business, primarily with the aim of enhancing the customer journey Devised management information reports for the UK board meetings Created safeguarding strategies and provided comprehensive emotional/practical support as required



1st Credit

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Compliance Officer

  • Aug 2012 - Oct 2015

   Managed complex complaints to prevent further escalation Conducted intricate and impartial investigations into complaints to check if any detriment had been caused and if remediation was due Ensured each step of the complaint management process complied with the FCA DISP rules as well as other regulations and procedures Liaised with the Financial Ombudsman Service when and where required Created a reporting function for the Executive committee, investors and clients Created and delivered training to all staff of compliance-related issues Responsible for training new Compliance staff during their probation period Carried out root cause analysis to determine if the business had inadvertently caused any conduct risk, and then worked with the business to document and mitigate any identified risk/s

• Collections Negotiator

  • Nov 2011 - Aug 2012

  Working to meet or exceed all a targets within the agreed time frame. Developing the appropriate knowledge to be able to support individuals during a time ofhardship. Working in line with company policies, legislations and industry best practices when collectingmoney. Regular use of Microsoft Office- Excel, Word and Outlook.



SGN

• United Kingdom
• Utilities
• 700 & Above Employee

• Process Assistant

  • Jul 2011 - Nov 2011

  Booking new gas connection jobs that were being undertaken by a third party company.Ensuring that the information on the application form was present prior to processingActing as the first point of contact for all external parties and personnel.Consistently delivering an exceptional level of service when dealing with companies that directlyeffect revenue generation for Scotia Gas Network. Booking new gas connection jobs that were being undertaken by a third party company.Ensuring that the information on the application form was present prior to processingActing as the first point of contact for all external parties and personnel.Consistently delivering an exceptional level of service when dealing with companies that directlyeffect revenue generation for Scotia Gas Network.



RoadRunners

• United Kingdom
• Taxi and Limousine Services
• 1 - 100 Employee

• Shift Leader

  • May 2008 - Jun 2011

  Demonstrating excellent leadership through the delegation of tasks to team members whileensuring they maintain the highest possible work quality. Coordinating and dispatching all bookings on my shifts as well as dealing with queries andissues that customers have whilst using the RoadRunners service. Providing fully comprehensive administrative support, dealing with all complaints; ensuring thatthe customers are happy with the final results. Supporting the activities of the management team where necessary. Maintaining a customer service focused manner at all times regardless of the situation thecustomer or driver has put me in.



BPS Contact Centre Services

• Outsourcing/Offshoring
• 1 - 100 Employee

• Tele-Sales Advisor

  • 2007 - 2008



RoadRunners

• United Kingdom
• Taxi and Limousine Services
• 1 - 100 Employee

• Telephonist

  • 2006 - 2007