Compliance Operations Manager
International Consumer Lending Business
This Client does not provide sponsorship.
This role reports to the Head of Collections Operations & Operational Compliance and provides day to day advice and support to Customer Operations on 1st line of defence and general operational compliance matters, influencing and ensuring compliance with FCA requirements, and changing policy/process/behaviour where necessary. The role holder will also chair the Treating Customer Fairly (TCF) committee and manage and escalate TCF actions.
Manage the development and review of policies, processes and corporate behaviour to ensure it remains up to date with regulatory requirements and the business’s risk plan.
Chair the Treating Customers Fairly committee (TCF), ensuring all areas are aware of their responsibilities and are focused on achieving good customer outcomes, where a lack of compliance exists ensure action plans for compliance are agreed, escalating issues to the Compliance Committee.
Act as the Voice of the Customer from a regulatory and TCF perspective, with the ability to challenge and influence all levels of the management structure on any lack of compliance or lack of focus on good customer outcomes.
Ensure where appropriate a full read-across FCA guidance and regulation to ensure this is effectively interpreted across the range of regulated and non-regulated products (customers treated the same).
Contribute to the development and delivery of 1st line of defence compliance training to Customer Operations, including knowledge transfers to senior management in the form of coaching.
Provide intelligence to the operation on ongoing regulatory developments and horizon scanning for forthcoming regulatory change, assessing the impacts and ensuring that these changes are effectively disseminated to the correct people within the business in a timely manner and checking that change has been effectively implemented within the business.
Produce and manage relevant information such as regulatory updates, changes and pipeline reviews through to senior management identifying compliance issues and ensuring effective and timely reporting to senior management and the Chief Operating Officer.
Provide ongoing day-to-day compliance advice and guidance to Customer Operations in order to facilitate a compliant operation.
Lead the implementation of approved regulatory change in Customer Operations to agreed timescales.
Support business projects by providing 1st line compliance input and where appropriate manage implementation plans at work stream level.
Maintain up to date knowledge of regulatory impacts on the business.
Ideally you will have:
Previous significant experience in an FCA-regulated organisation, at a leadership level for influencing purposes
In depth knowledge of FCA rules and handbooks (CONC, DISP and SYSC) with a demonstrable track record of implementing required change to process, policy and behaviour
Knowledge of Consumer Credit market
Strong written and oral communication skills with the ability to present complex data and arguments in ways that are accessible to everyone
Demonstrable experience of working with multiple stakeholders with proven credibility and influencing skills up to Board level
Proven track record in working with staff across all levels within the organisation to deliver successful change
Demonstrable experience in managing stakeholders and leading virtual teams through effective direction, support, guidance and coaching