Risk & Compliance Business Partner - Customer

3 weeks ago

Birmingham, United Kingdom MERJE Ltd Full time

Leading FS business looking to hire a Group Customer Operations Business Partner to be responsible for actively influencing day to day decisions, helping to shape strategy and business processes within a critical business unit, compliantly. The role requiresthe individual to provide pragmatic and focused guidance and advice in respect of Risk and Regulation matters. You will be required to develop a deep understanding of the business unit’s business model, products and regulatory environments, and to activelyfacilitate the identification, assessment and mitigation of risks through an effective business relationship with key stakeholders.
- To nurture an effective business partner relationship with the Group Customer Operations Teams.
- Provide strategic advice in respect of appropriate risk and control environments (working with the Policy and Technical and ERM teams within GRC where appropriate).
- Proactively support the varied Group Customer Operations teams in the ongoing enhancement of call centre operations, complaint management and quality assurance processes supporting all areas of Customer Operations
- Proactively support GRC teams in the active oversight of internal policy adherence, horizon scanning relevant to the business area, and implementation and embedding of new regulatory requirements where applicable.
- Co-ordinate and prepare reports relating to Risk and Compliance matters to applicable governance fora.
- Responsible for the effective and efficient / timeliness of compliance and risk reporting to the Operations and MI Team ensuring highlighting any material / key issues effectively.
- Responsible for the timely and accurate review and approval of Call centre conversation guides and support material ensuring adherence to regulatory requirements.

**Experience Required**
- Regulatory management experience in a Financial Services business is essential.
- Experience in a comparable role within a Contact centre / call centre of an FCA regulated firm
- Demonstrable experience working directly with Senior Leadership and / or Senior Management Function Holders is essential.
- Highly numerate, with the ability to assimilate vast quantities of information quickly and accurately to inform decisions around key functions, such as risk and compliance.
- Technical working knowledge of the FCA regulations, DPA, FS Advertising Standards and Marketing

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