Compliance Monitoring Officer

• Apr 2022 - Present

Surveillance Manager

• Oct 2021 - Mar 2022

Responsibilities: • Identify and investigate potential new forms of staff or counterparty misconduct. • Ensure that all alerts are satisfactorily escalated and resolved. • Undertake timely and accurate resolution of requests by Regulators, senior management and the businesses/asset classes into certain practices, businesses, individuals and events. Escalate, as appropriate, any material findings or incidents of misconduct highlighted by these investigations. • Support the… Show more Responsibilities: • Identify and investigate potential new forms of staff or counterparty misconduct. • Ensure that all alerts are satisfactorily escalated and resolved. • Undertake timely and accurate resolution of requests by Regulators, senior management and the businesses/asset classes into certain practices, businesses, individuals and events. Escalate, as appropriate, any material findings or incidents of misconduct highlighted by these investigations. • Support the development of new trade and communications surveillance controls to identify misconduct and market abuse, including in the testing of next generation trade and communications systems.; • Partner with regulatory change and other regulatory SMEs to understand new and revised regulatory requirements, codes of practice and others, ensuring surveillance is correctly positioned to satisfy; regulatory requirements and changes and that any impact is disseminated to the appropriate Businesses; • Produce and present regular MI reports to key internal stakeholders including analysis of the MI.

Risk Analyst

• Nov 2019 - Feb 2022

The role encompasses supporting the regulatory risk control activities across the COaCH function. Operating across the UK WPB activities (Wealth / Mortgage / Retail & Digital) supporting the COaCH Regulatory Risk Manager in the regulation and compliance oversight of both externally and internally driven change. Mitigating operational risks and applying internal controls in accordance with Compliance Policy, FIM requirements and HSBC Global Minimum Sales Quality Standards… Show more The role encompasses supporting the regulatory risk control activities across the COaCH function. Operating across the UK WPB activities (Wealth / Mortgage / Retail & Digital) supporting the COaCH Regulatory Risk Manager in the regulation and compliance oversight of both externally and internally driven change. Mitigating operational risks and applying internal controls in accordance with Compliance Policy, FIM requirements and HSBC Global Minimum Sales Quality Standards. Responsibilities: • Supporting the Business Risk Manager and the wider Sales Quality Risk Assurance team to successfully deliver the projects and improvements being undertaken. • Source and prepare analysis/data to aid the writing of departmental papers and reports. • Continually analyse available data to facilitate continuous improvement of the Sales Quality process and procedures. • Support the Internal Runway Oversight Plan (IROP) ensuring all activities are delivered within agreed timescales. • Simultaneously support several projects to successful deliver and agree SLA's. • Adhere to, have an awareness of HSBC Global Minimum Sales Quality Standards changes and developments as they occur. • Adhere to and understand all technical changes, developments to support new product, sales processes and system enhancements for back office and point of sale systems. • Work collaboratively with all stakeholders to ensure regulatory risks, projects and other deliverables align with wider strategic objectives and controls. • Build and sustain trusting relationships with internal customers by consistently delivering value-add support.

Project Manager

• Jan 2019 - Nov 2019

• Sales Quality lead on significant and complex business projects, owning one of three business streams (Wealth | Mortgage | Retail). • Defining resource requirements to support project delivery from initiation to post implementation activity. • Prepare impactful written papers and visual materials required to support the work stream. • Support the Internal Runway Oversight Plan (IROP) ensuring all activities are delivered within agreed timescales. • Support and facilitate the Sales… Show more • Sales Quality lead on significant and complex business projects, owning one of three business streams (Wealth | Mortgage | Retail). • Defining resource requirements to support project delivery from initiation to post implementation activity. • Prepare impactful written papers and visual materials required to support the work stream. • Support the Internal Runway Oversight Plan (IROP) ensuring all activities are delivered within agreed timescales. • Support and facilitate the Sales Quality approach to Machine Learning, Analytics, Artificial Intelligence (AI) and process automation, through clear strategy, operational planning and effective communication. • Consider the impact on Sales Quality of all technical changes, developments to support new product launches, sales processes and system enhancements. • Adhere to, have an awareness of HSBC Global Minimum Sales Quality Standards changes and developments as they occur. • Maintain awareness of operational risk including its identification, assessment, mitigation control and reporting. • Interpret regulations, anticipate key problems and derive solutions. • Ensure adherence to internal controls, risk and compliance. • Actively utilise sound technical competency and an excellent business judgment to deal with queries/issues raised and to have the confidence to question and challenge Senior Management across a wide range of Bank business functions. • Work collaboratively with all stakeholders to ensure regulatory risks, projects and other deliverables align with wider strategic objectives and controls. • Drive to deliver the highest standards and outcomes, inspiring others to do the same. • Manage expectations, results and impact of agreed outcomes, thinking ahead to identify and overcome potential issues. • Build and sustain trusting relationships with internal customers by consistently delivering value-add support.

Case Review Manager

• Sep 2018 - 2019

Temporary return to previous role after secondment finished, although, after very good feedback (just in time for end of year conversations) was asked to stay on but chose not to, as felt l would like to try my hand at something a little bit different. Due to the timing of moving into my next role, l did not have the opportunity to get back into full checking, as such l was heavily involved in a number of special projects until a suitable job became available.

Business Risk Analyst

• Mar 2018 - Sep 2018

Responsibilities: • To progress in both a smooth and timely manner, procedural change requests made by project managers with proposed changes to, the banks procedures across First Direct, HSBC, M&S and JLFS channels. • Work closely with project managers to achieve the above, which, involved participation within working groups some of which needed to be set up and often involved working with colleagues overseas. • Doing basically research projects as and when deemed appropriate by… Show more Responsibilities: • To progress in both a smooth and timely manner, procedural change requests made by project managers with proposed changes to, the banks procedures across First Direct, HSBC, M&S and JLFS channels. • Work closely with project managers to achieve the above, which, involved participation within working groups some of which needed to be set up and often involved working with colleagues overseas. • Doing basically research projects as and when deemed appropriate by management and providing documentary evidence if any aforementioned channels might be impacted. • Whilst, this was all totally new to me l also challenged the status quo and both raised concerns and made suggestions how we (Procedural analysts) could be more efficient (Runway, work log, Labelling of folders etc.)

Case Review Manager-

• Aug 2015 - Mar 2018

Responsibilities: • Assessing of adviser cases from all product areas, on both full file and via outbound calls or indeed both. • Having done so, providing feedback to our members, this is both constructive and adheres to the networks guidance. • Also, providing real time support to our members, who have queries who ring in often at the last minute before visiting a client. • Taking on any ‘Project Work’ that management feel appropriate for my skill set (Themed reviews, OAS… Show more Responsibilities: • Assessing of adviser cases from all product areas, on both full file and via outbound calls or indeed both. • Having done so, providing feedback to our members, this is both constructive and adheres to the networks guidance. • Also, providing real time support to our members, who have queries who ring in often at the last minute before visiting a client. • Taking on any ‘Project Work’ that management feel appropriate for my skill set (Themed reviews, OAS, PAS) • Although, not a specific responsibility l am passionate about challenging the ‘Status Quo’ if l believe our processes / procedures are unjust. • Whilst, at the same time ensuring all T &C requirements are met.

Desk Based Network Supervisor

• Oct 2007 - Aug 2015

• Carrying out structured telephone supervision of Sesame members to identify potential risks to both the firm and the network as a whole. • Setting action points for members via a detailed report as a result of the above activity. • Providing client file feedback over the telephone. • Pre-checking members’ and directly authorised customers’ advice documentation on request to ensure it meets regulatory standards. • Coaching advisers to hopefully get them to change… Show more • Carrying out structured telephone supervision of Sesame members to identify potential risks to both the firm and the network as a whole. • Setting action points for members via a detailed report as a result of the above activity. • Providing client file feedback over the telephone. • Pre-checking members’ and directly authorised customers’ advice documentation on request to ensure it meets regulatory standards. • Coaching advisers to hopefully get them to change behaviour where necessary. • Promoting the network giving members reasons to stay rather than leave. • Took part in the Sesame Customer Excellence Training Initiative. • Coached a number of colleagues new to supervision on how to approach our members to allow them to see value in what we do.

FOS Review team

• Oct 2006 - Oct 2007

• To review complaints that had gone through the networks usual complaint process that had been rejected and referred to the Financial Ombudsman Service (FOS). • To deal with in a professional and impartial manner the complainant, the adviser as well as the adjudicator from FOS who was assigned the case. • On some occasions, invariably when the payout was potentially significant we might deal with an ombudsman.

Complaints handler

• Apr 2005 - Oct 2006

• Investigating complaints from clients about advice given by network members. • Had to try to ensure impartiality by reviewing files in a sympathetic manner from both viewpoints (adviser and complainant).

Independent Financial Adviser

• 2001 - 2005

Working as full IFA dealing with both personal and business clients on a whole of market basis. Working as full IFA dealing with both personal and business clients on a whole of market basis.

Multi Tied Financial Adviser

• 1999 - 2001

Working as a multi tied financial adviser advising on products from a range of providers. Working as a multi tied financial adviser advising on products from a range of providers.

Single Tied Financial Adviser

• 1994 - 1999

Working as a tied financial adviser advising on products from one provider. Working as a tied financial adviser advising on products from one provider.

Single Tied Financial Adviser

• 1992 - 1994

Working as a tied financial adviser advising on products from one provider. Working as a tied financial adviser advising on products from one provider.