Quality,Training & Compliance Manager
This role reports into Sales Director HNW Direct
Reason for the vacancy:
In order to meet with the increasing demands both internally and externally, additional compliance support is needed. There is now a need for an additional compliance professional to react to ever-changing customer needs and keep pace with new developments in Personal Investing (PI).
Current needs for the role.
Monitoring:
Strengthen the current monitoring of our PI customer facing teams in the performance of additional on-going reviews. Any monitoring taken on by this new head would be in addition to line manager monitoring.
Reporting and record keeping:
Create a more robust, timely and consistent standardized transparent reporting/recording structure across all distribution teams in the UK which can be reviewed and audited on request both internally and externally. This would also include the maintenance of the Wealth operating manual
Remedial action:
When remedial action is identified, additional training or education is required which currently falls on the line manager to access on an ad hoc basis. Suitable applicants will not only demonstrate that they can identify when remedial action is required but also how it can be delivered and importantly, that a positive change can be identified
Improving standards:
There is a real and urgent need for an individual who is proactive and will look wider than and beyond the here-and-now issues to understand future compliance risks and requirements and to put new processes and training in place before they become a potential issue i.e. (anticipate where the likely problems will be before they arise and implement the appropriate tests and checks)
Guidance/Training :
This is a growing requirement and the articulation of both our current and proposed tools will require significant monitoring and training to ensure that our PI teams do not inadvertently provide guidance that could be perceived as "advice" by the end customer
Future state:
The provision of advice is required in a number of the strategic work streams under the UK Integrated Business Model. PI teams will be involved in giving advice to our end customers and the new hire needs to be sufficiently experienced to not only build and deliver the required TC framework, but also to take a lead role in the required structure.
Full Job Description:
The Quality, Training Competency Manager plays an essential role in ensuring that the PI customer facing teams deliver compliant support and services to the customer base. The position encompasses the monitoring, record keeping and reporting of customer interactions along with recommending remedial action and training where appropriate.
The role will also support the PI management team in the provision of detailed compliance reporting along with other sales MI in order to provide management with clear oversight of risk and reward in the department.
An important aspect of the role will be to support senior management in the planning and development of all new products and services to ensure that they deliver the expected customer outcomes in a compliant environment
Job Requirements:
· Monitoring a recording sufficient calls and correspondence to ensure the PI customer facing team members deliver compliant services and support to their customers
· Accurately documenting and reporting the outcome of monitoring activities
· Recommending remedial action where appropriate
· Providing a monthly Quality and Compliance report to the relevant business operating committees
· Facilitate/source training to support any report findings/outcomes
· Driving an improvement in the standard of customer interaction
· Maintain good procedural documentation for the customer facing teams
· Planning and delivery of a compliant framework to support all new proposition developments
For more information including salary details, please contact lindsay@stephenbellassociates.com
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