Margaret Duncan
Complaints Opertions Manager at Arrow Global Group Plc- Claim this Profile
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Bio
Carol van Beusekom
It was a pleasure to work with Margaret at Axcess. She was a professional compliance manager and I was always impressed with her drafting skills and attention to detail. Margaret is adaptable and will ensure that any task is done to the best of her ability. She is also really positive and will do her best in any situation. I wish her well in her future career.
Carol van Beusekom
It was a pleasure to work with Margaret at Axcess. She was a professional compliance manager and I was always impressed with her drafting skills and attention to detail. Margaret is adaptable and will ensure that any task is done to the best of her ability. She is also really positive and will do her best in any situation. I wish her well in her future career.
Carol van Beusekom
It was a pleasure to work with Margaret at Axcess. She was a professional compliance manager and I was always impressed with her drafting skills and attention to detail. Margaret is adaptable and will ensure that any task is done to the best of her ability. She is also really positive and will do her best in any situation. I wish her well in her future career.
Carol van Beusekom
It was a pleasure to work with Margaret at Axcess. She was a professional compliance manager and I was always impressed with her drafting skills and attention to detail. Margaret is adaptable and will ensure that any task is done to the best of her ability. She is also really positive and will do her best in any situation. I wish her well in her future career.
Experience
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Arrow Global Group
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United Kingdom
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Financial Services
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300 - 400 Employee
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Complaints Opertions Manager
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Feb 2018 - Present
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Alliance Trust Savings
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United Kingdom
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Financial Services
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1 - 100 Employee
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Senior Complaints Manager
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Feb 2016 - Feb 2018
Compliance Manager Compliance Manager
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Axcess Financial Europe Limited
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United Kingdom
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Consumer Services
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1 - 100 Employee
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Compliance, Policy & Advice Manager
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Feb 2015 - Jan 2016
• Provide on-going regulatory advice, support and challenge to the business as required.• Management and maintenance of the Compliance Manual, Framework and Annual Compliance Plan. • Reviewing and disseminating relevant regulatory updates and publications that could impact the business. • Played a lead role in driving forward full FCA authorisation applications including 2 s166 Skilled Persons Reviews. • Managed outsourced Compliance partners carrying out thematic and audit reviews driving outputs and recommendation throughout the business. • Review and sign off financial promotions produced by the business.• Review all complex complaints escalated by the Customer Relations team. • Management and maintenance of effective Compliance policies and procedures.• Contributing to the delivery of robust and effective regulatory relationship management.• Investigating and acting as Compliance SME for all incidents and breaches. • Designing and delivering effective compliance training to support the business in understanding and fulfilling their regulatory obligations. • Delivery and oversight of effective internal and external Compliance management information and reporting.• Timely and effective management and coordination of regulatory reviews and enquiries.• Deloitte external auditors manage them daily and work with them to provide the business with the recommendations and what we need to do as a business to improve going forward• Huntswood external compliance monitors, partnership with Axcess to provide thematic reviews that come back to me to devise action plan to go back to the business and drive improvements • Baker Tilly external partners for Compliance Audit manage their interaction with the business ensuring we comply with their request to review the business, review recommendations and drive forward through the business
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Direct Line Group
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United Kingdom
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Insurance
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700 & Above Employee
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Customer Assurance
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Jun 1998 - Jan 2015
Direct Line Group Senior Team Manager Customer Assurance June 2014 - Jan 2015 Off shore Project work to India • Oversee and plan the preparation of offshore training material and training plans within prescribed timescales. • Owned process maps and marking guides for all 6 tasks going offshore and ensure compliance for offshore use. • Oversee all process in place and fit for off shore purpose.• Manage 5 SME completing training in India for 3 months quality checking the effectiveness of the training. • Track daily performance against ramp plans and manage any issues that could have affected progress. • Maintain regular communication on shore providing precise valuable updates and reports. • Engage with off shore management to ensure all support required and in place prior to sign off. • Continued support on shore with any support required.• Continue to review performance on shore while withdrawing support. June 2012 – June 2014• Remotely managed a team of assessors/auditors over 4 sites assessing/auditing complaints for all brands, discipline and product. • Continually review resource to ensure target volumes are met.• Drive performance and development within the team. • Own the ATA process and the results. • Own the key requirement measures and continue to evolve and improve the model.• Provide meaningful reports back to the business identifying risk.• Identify key areas that are impacting results and how they can improve.• Up skill all team to ensure flex over all brands, disciplines and products. • Engage with the business to create consistent approach to complaint handling over all areas building relationships. • Actively contribute to the success of the assurance team over all.• Complete risk based tests where required.Attend due diligence sessions in preparation.
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Education
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Holy Cross High School
Community
