Quality and Compliance Specialist
2 weeks ago
Job Title: Quality and Compliance Analyst
Job Type: Full-time
Industry: Financial Services
Location: Remote
Job Description:
We are seeking an experienced Quality and Compliance Analyst to join our team at NJR Recruitment. As a Quality and Compliance Analyst, you will play a pivotal role in ensuring the management of the complaint handling service and compliance processes.
Key Responsibilities:
- Ensure complaints are handled efficiently and expediently, delivering good customer outcomes whilst being managed within the business's agreed policies and procedures and client requirements.
- Ensure an efficient, professional complaints management service is provided to meet members' needs.
- Drive the management of complaint handling, including investigating, analysing and writing complaints responses, working with the relevant internal and external stakeholders.
- Work with the relevant Head of Functions where required to negotiate claim settlements with individual complainants.
- Application of root cause analysis for complaint cases, identifying lessons learned and areas for change to improve our operational procedures and controls.
- Maintain accurate, appropriate and consistent records of all complaints, including Complaints registers.
- Where applicable, attend Arbitration meetings, assist and coordinate with all relevant stakeholders to ensure that the necessary submissions are prepared and filed within the stipulated timeframe.
- Production of periodic management information and analysis of trends relating to exceptions and identifying areas for improvement. Presentation of 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 provide 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.
- Prepare and deliver training intra-company as necessary.
- Assist on data protection matters that may arise, including dealing and coordinating data subject access requests, maintain the requests register, and ensure that that the regulatory time frames are respected.
Requirements:
- 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 if 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.
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