Quality and Compliance Specialist

4 weeks ago

Manchester, United Kingdom NJR Recruitment Full time
Job Description

NJR Recruitment is seeking an experienced Quality and Compliance Analyst to join one of the world's leading Pensions providers.

This is a pivotal role in ensuring the management of the complaint handling service and compliance processes.

The successful candidate will be responsible for:

  • Ensuring complaints are handled efficiently and expediently, delivering good customer outcomes while being managed within the business's agreed policies and procedures and client requirements.
  • Providing an efficient, professional complaints management service to meet members' needs.
  • Driving the management of complaint handling, including investigating, analysing and writing complaints responses, working with the relevant internal and external stakeholders.
  • Working with the relevant Head of Functions where required to negotiate claim settlements with individual complainants.
  • Applying root cause analysis for complaint cases, identifying lessons learned and areas for change to improve operational procedures and controls.
  • Maintaining accurate, appropriate and consistent records of all complaints, including Complaints registers.
  • Attending Arbitration meetings, assisting and coordinating with all relevant stakeholders to ensure that the necessary submissions are prepared and filed within the stipulated timeframe.
  • Producing periodic management information and analysis of trends relating to exceptions and identifying areas for improvement. Presenting MI to the Board and regulatory reporting.
  • Keeping abreast with Arbiter settlement publications to identify learning outcomes.
  • Dealing with day-to-day compliance enquiries from both internal and external stakeholders.
  • Conducting ongoing compliance monitoring according to the AML/CFT Customer Risk Assessment.
  • Reviewing and monitoring compliance with Malta Pensions Rules in particular due diligence requirements.
  • Keeping abreast with public statements issued by global and local Regulatory bodies and providing impact analysis of any changes.
  • Dealing with day-to-day or ad-hoc requests and enquiries received from Regulatory and law enforcement authorities.
  • Participating/leading in compliance-related projects and oversight work including the development and implementation of compliance policies and procedures and remediation work.
  • Preparing and delivering training intra-company as necessary.
  • Assisting on data protection matters that may arise, including dealing and coordinating data subject access requests, maintaining the requests register, and ensuring that the regulatory time frames are respected.

The ideal candidate will have:

  • Previous work experience in financial services.
  • Proven and established experience in managing complaint handling.
  • Solid understanding of Compliance principles and standards. Technical compliance experience and knowledge is preferable.
  • Exceptional research and analytical skills.
  • Experience of collaborative stakeholder management at all levels.
  • Strong and effective communication skills verbal and written.
  • Influencing and negotiation skills.
  • Well-organised, able to prioritise key tasks and focus on delivering them under pressure.
  • Ability to work independently with minimal supervision but also within a team.
  • Excellent attention to detail and accuracy.
  • Highly enthusiastic individual with a strong work ethic.
  • Flexible approach and positive attitude and communication style.

NJR Recruitment offers a progressive work environment with opportunities for continuous learning and professional growth. You will be part of a team that values innovation, flexibility, and the development of long-term successful client relationships.

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