Head of Compliance & Operational Risk

• May 2023 - Present

Implementation and management of compliance policies and obligations (regulatory, statutory etc.). Advising management on compliance with laws and regulations relating to insurance distribution, product oversight and governance and insurance policy administration and claims-handling. Preparing and presenting compliance reports to the Board. Interacting with regulators on compliance issues and concerns and championing a customer-focused agenda across the business. Providing guidance, advice, training and education to improve business understanding of relevant laws and regulatory requirements. Advising on regulatory matters during the course of contractual negotiations with business partners and the provision of outsourced services. Advising on compliance with cross-jurisdictional requirements, in particular conduct of business ‘General Good’ requirements of different EU Member States. Overseeing and monitoring the implementation of the operational risk and control framework for the business. Show less

Insurance Compliance Manager

• Nov 2019 - May 2023

● Responsible for mapping all relevant risk controls and compliance requirements against Cover Genius's strategic model and internal controls register. ● Leading the EMEA Compliance team. ● Established a comprehensive risk control and compliance framework with actionable KPIs, satisfying Cover Genius’s governance objectives. ● Lead continuous improvement of the regulatory compliance function and associated governance, processes and tools. ● Providing formal approval for changes at key points in processes (including final sign-off, where relevant) - for example, websites, financial promotions, customer documentation, pricing changes, Customer Impact Assessments. ● Provide high-quality advice and guidance to all lines of business internally. ● Engage directly with and audit external, customer-facing business partners (TPAs, Appointed Reps. etc.) who operate under delegated authority agreements and capture, analyse and report relevant Conduct Risk MI on a monthly basis in accordance with requirements. ● Conduct Appointed Representative supervision and audits, producing detailed reports and internal MI to meet the FCA's AR regime requirements and go further than minimum requirements. ● Conduct monthly risk reviews, documenting shortcomings and proposing detailed remediation plans; taking a proactive stance and escalate issues immediately when a potential conduct or reputation risk has been identified. ● Chair the Risk Committee meetings and manage the various risk registers and action logs in alignment with Cover Genius’s risk management policy. ● Maintain a good working relationship with the Financial Ombudsman Services, the FCA and other relevant regulatory or industry bodies; scan the horizon for new emerging risks. Manage RMAR Key Achievements: ● Created and implemented the Compliance Monitoring Plan ● Created and embedded the entire Product Governance and Fair Value framework to comply with PROD4 rules ● Project managed Consumer Duty implementation plan roll out Show less

Insurance Compliance Manager

• Jun 2017 - Nov 2019

Key Responsibilities:● Develop high quality compliance strategies ensuring their alignment with short-term and long-term objectives.● Oversee all compliance operations and activities to ensure they produce the desired results and are consistent with the overall strategy and mission.● Ensuring systems and controls are documented, implemented, monitored and evidenced as they relate to SquareTrade’s UK and EU insurance business. ● Provide leadership guidance and strong performance management across a multifunctional team ensuring daily, weekly and monthly targets are met.● Proactively identify areas that pose a higher level of risk to the business, ensuring awareness of developments and remedial actions● Recommend changes to processes and procedures that will reduce compliance risk and raise operational standards.● Design and deliver Regulatory and Compliance training and communicate regular updates to staff as required.● Review and interpret QA MI to identify trends and recommend remedial action that may be required within the business.● Implement identified actions to deliver appropriate outcomes.● Manage the overall complaints process, to ensure resolution within the correct timescales, including feedback to Team Managers/ employees, root cause analysis and required training on the back of this.● Formulate, draft and implement regulatory and compliance based policies, processes and procedures, staff training; such as GDPR and IDD.● Ensure the business has appropriate outsource arrangements in place and that these are regularly reviewed.Key Achievements:● Project managed the switch of fronting insurer for all new business sales and the portfolio transfer of the existing customer base to the new fronting insurer.● Direct management of a project to support the transfer of SquareTrade’ contact centre from the UK to off shore partner.● Acted as Head of UK Customer Operations at SquareTrade for two years up to summer 2016. Show less

Control and Compliance Senior Manager

• Sep 2016 - Jun 2017

Head of UK Customer Operations

• Oct 2014 - Sep 2016

Account Manager

• May 2011 - Oct 2014

Project Manager & Account Manager

• Feb 2008 - May 2011

Key Responsibilities: ● Direct management for the operational delivery of a number of key banking and retail accounts such as HSBC, Barclays within the Account Management department. ● Identified new and innovative ways to create new revenue streams at every possible opportunity. ● Carried out analysis to establish and introduce commercially viable operational solutions for warranty schemes, campaign and projects for assigned accounts. ● Worked collaboratively with the sales team to develop commercial relationships with key customers and partners. ● Played a key role within client and stakeholder meetings; utilised negotiation and influencing skills to gather client requirements and gain idea buy in from senior members of the team. ● First point of contact and escalation for operational issues. ● Collated, analysed and interpreted data to develop and introduce business plans. Key Achievements: ● Continuously exceeded revenue target over a period of three years through account renewal and new business acquisition. ● Utilised expertise to identify potential new methods of improving team and business efficiency raising customer satisfaction, service and retention levels. ● Pivotal member of the project team that implemented the Home Retail Group account. Show less

Client Services Executive

• Aug 2007 - Jan 2008

International Payments Investigations Executive

• Apr 2005 - Apr 2007

Client Services Executive

• Sep 2004 - Mar 2005

Senior Business Executive

• Apr 2001 - Aug 2004

Client Services Assistant

• Jul 1998 - Feb 2001