A specialist recruitment consultancy operating within Compliance, Credit Risk & Analytics, Customer Contact, Finance & Audit, ​Financial Crime & Fraud and Risk Management

Operations Manager

Huddersfield

£30,000 - £40,000 pa

My client has seen unprecedented growth over the last few years and show no signs of slowing down. Following on from a number of changes in the Contact Centre, we are now looking to recruit an operational leader to help with the development of the team. We are looking for a people orientated leader and you will: Take responsibility of an operations team of around 50FTE Train and develop the team and be responsible for delivering against targets Develop the Customer Experience and Customer processes The successful individual will: Have experience of leading a team Be used to or be wanting to work in a fast paced and developing environment Be an inspirational leader that is looking to develop their career In return you will receive: An excellent base salary of up to £40,000 + Annual Bonus + benefits The opportunity to develop your own career The chance to make a real impact in a growing organisation

Part time Customer Service Advisor

Andover

£9.89 per hour (6 month FTC, with a view to extend or become permanent)

Hours: Evenings 6pm – 11pm (inc one Sat and one Sun per month) Job Description: This is an inbound customer service role within the financial services sector based in Andover We are looking for candidates who are passionate about delivering results and exceptional customer service. As this role is telephony based, you will need to be an excellent communicator with a polite and friendly telephone manner. This role is a varied role, providing a great opportunity for someone looking to enhance their skills further. You will be enthusiastic, have excellent customer services skills and feel passionate about putting the customer first, the rewards are certainly worth it. Backgrounds to Consider: Retail, hospitality, call centre, sales, customer service, graduates, inbound, outbound Duties and Responsibilities: Taking inbound calls from customers with financial queries Logging information accurately on the in-house system Providing excellent customer services Achieving SLA’s and following correct DPA policies Listening to customers and dealing with their queries efficiently and professionally Identifying any vulnerable customers and dealing with them empathetically Dealing with customers politely, with respect and patience Skills you’ll need: The desire to succeed Fantastic work ethics and a brilliant attitude Be able to listen – even if the issue is hard to listen to Love talking to people and have a knack for understanding their needs Enjoy being part of a team but still have the drive to work on your own initiative Good customer service experience Benefits: Very Competitive salary Bonus scheme 21 days’ holiday plus Bank holidays Healthcare plan Pension Career development Full training If you are offered a position with this company, it will be a conditional offer, subject to passing strict vetting checks, including: criminal record check, credit check, fraud check and 5 years reference checks to cover all gaps in employment

Experienced Recruitment Resourcer

Bury

c£20,000 plus commission paid on every placement, no monthly threshold

Hours: 8.30am – 5.30pm Mon - Fri Company Overview: MERJE is a niche recruitment consultancy with offices in London and Manchester. Founded in 2011, we have grown to offer recruitment solutions in six core disciplines and across multiple sectors and industries. Our aim is to develop close long-lasting relationships with our Candidates and Clients that help us understand their individual needs, whether supporting with their next career move or identifying the ideal individual for their requirements. We are recruiters that prefer to do things differently. We rely on our expertise and integrity whilst providing a high-quality service to build our reputation in our core markets, instead of focusing on internal targets and KPIs to measure success. Role Overview: This role sits within the Front-Line Talent team in the Customer Contact division based in Bury, Manchester. We are moving to brand new, purpose built offices in Whitefield in Sept 2018. It is a new and exciting role, dealing with candidates from entry level to Team Leader within customer contact, sales and admin support. The roles will be based around the UK and will be on a temporary, permanent and contract basis. This role will be dealing with various different jobs around the UK and is a great opportunity to start with a fun and vibrant team, who can help support and develop your career. Duties & Responsibilities (these include but are not limited to): To successfully source and qualify candidates through various job sites To provide a world class and consultative service to all applicants To understand job specifications in full detail and relay that information to the candidates sourced for that job Have the ability to multi-task as you will be working on several roles at the same time Keeping in contact with your candidates Going through interview preparation Adapting your approach when providing positive and negative feedback to candidates Working within a fast paced environment and managing your own work load efficiently Following pre-screen documents accurately and documenting all information Identifying leads and passing them on to the correct teams internally Writing adverts Dealing with candidate queries Desired Skills & Experience: At least 18 months experience of recruiting high volume roles within contact centres A fun and enthusiastic personality with the ability to connect with entry level candidates To have the ability to work autonomously Self-motivation Experience of working in a fast paced environment Tenacious and resilient Benefits: These include but are not limited to: Permanent position 26 days holidays plus 8 bank holidays and your birthday day off every year (3 days used at Xmas) Group Pension Scheme Commission paid on every placement, no monthly threshold Excellent career progression

Warehouse Dedicated Service Manager

Bicester

£24k + 8% bonus

Hours: 37.5 hours per week (no weekend working) Role Overview: Working closely with the warehouse team and supervisor you will require excellent communication and customer service skills whilst maintaining a portfolio of accounts. Responsible for driving customer satisfaction and managing all customer inbound and outbound requests in a professional and timely manner. Duties & Responsibilities (these include but are not limited to): Interface between Warehouse Operation and Customers Develop trusted relationship to drive customer satisfaction Proactive order management (EDI error report + manual entry when needed) Claims management (record, investigation, fix and close) Work closely with the back office function in India making sure role and responsibilities are well defined and processes are lean Communicate proactively to customer about any delay of delivery or in case of Inventory discrepancy all about order status Organisation and supervision of warehouse special services (control request, repacking…) Proactive communication of status of Customer Service activities to PV Leadership on regular basis

Compliance Monitoring Manager

East Midlands

Circa £40,000

Our client is a retail bank which provides financial services to small and medium-sized businesses. We have an exciting opportunity for a Compliance Monitoring Manager to join the Group Risk division. Reporting to the Senior Compliance Monitoring Manager with responsibility for undertaking effective compliance monitoring, oversight activity and issues resolution, assisting in the formulation and delivery of the annual Compliance Monitoring Plan (CMP) and the development and delivery of timely and robust management information. The role- Assist in the formulation and delivery of the CMP Continually develop the monitoring methodology to ensure it is in keeping with regulatory and business requirements Plan, scope and execute agreed compliance monitoring activity in line with the CMP and the monitoring methodology Where issues are identified, communicate and agree with stakeholders in a clear and professional manner any shortfalls, actions required and learning points Provide accurate and timely monthly reporting Undertake additional related duties as requested by manager Support wider compliance team to deliver key objectives Monitor all regulatory developments and ensure personal knowledge remains up to date Assist in the administration, monitoring and maintenance of all relevant policies and procedures, and advise line management of the relevant regulatory requirements Ensure effective liaison with Internal Audit, Operational Risk, Conduct Risk and Credit Risk, as and when required Develop and maintain effective relationships with business stakeholders Undertake other compliance related activities as directed by management Actively support the development of the Compliance team as the business continues to evolve Promote a robust conduct risk culture across the business Key Requirements- Full knowledge of FCA handbooks, approach and objectives, working knowledge of other regulatory areas required e.g. Data Protection Act, JMLSG Experience in producing Compliance Monitoring programmes Experience of monitoring regulatory compliance matters across multiple business lines Effective communication (written and verbal) skills are essential and must be accompanied by proven negotiation and influencing skills Attention to detail, effective planning and organisational skills and demonstrable ability to work under own initiative is essential Effective problem solving skills will also be required which must be allied to excellent internal and external relationship management skills ICA Compliance Diploma or equivalent

Chief Compliance Officer

Newcastle upon Tyne

£100,000 + Benefits

Our client is an online gambling and casino company based in Newcastle that has grown rapidly and is now looking for a Chief Compliance Officer to join the Executive Board. The role will involve: Work closely with Senior Management and the Board to ensure all strategic challenges are recognised and that the framework and appetites established remain agile, appropriate and encompass the evolving profile. To keep up to date with current developments and legislative changes regarding risk, compliance and regulatory matters, including GDPR. Review and summarise regulatory publications and legislation for assessment of the relevance to, and impact on, the business. Establish and maintain a strong working relationship with the Legal and Compliance team. Hold a personal management licence for compliance, acting as Nominated Officer to Gaming Limited. Hold position of Data Protection Officer. Implement group policies as appropriate. Establish and maintain a strong working relationship with the UK Gambling Commission, acting as a key support the Gaming Limited. Continual development of training program that focuses on all elements of compliance and seeks to ensure that all appropriate employees and management understand and comply with jurisdictional regulations; Act as chair of the Operation Risk Panel. Maintain company risk register. Investigate and advise on compliance requirements associated with expansion into foreign territories. Lead and develop the compliance team, enabling them to fulfil their potential and effectively engage with colleagues across the business. Timely compliance and risk reporting to the Board and key stakeholders as appropriate Key Requirements: Experience of working at a senior level in risk and compliance within a regulated commercial environment. Experience in establishing a strong regulatory relationship. Exemplary leadership, communication and negotiation skills. Experience in change management in a fast paced environment.

Customer Service Account Manager

Bicester

£24k + 8% bonus

37.5 hours per week, Mon – Fri, (working hours TBC) Role Overview: This role is managing a portfolio of accounts, as the company’s face to customers, you will require great communication skills, enjoy dealing with customers, working in a team environment and have a passion for support and service. This role is to drive customer satisfaction and offer one local point of contact to customers. This role will be based in a warehouse and you will work closely with the Warehouse Team. Duties & Responsibilities (these include but are not limited to): Management of all Customers requests related to Inbound and Outbound warehouse activities in a timely and professional manner Develop trusted relationship to drive customer satisfaction Proactive order management (EDI error report + manual entry when needed) Claims management (record, investigation, fix and close) Communicate proactively to customer about any delay of delivery or in case of Inventory discrepancy all about order status Interface between Warehouse Operation and Customers Organisation and supervision of warehouse special services (control request, repacking…) Work closely with the back office function in India making sure role and responsibilities are well defined and processes are lean Proactive communication of status of Customer Service activities to PV Leadership on regular basis

Inbound Customer Service Advisor – PART TIME EVENINGS!

Andover

£9.89 per hour (6 month FTC, with a view to extend or become permanent)

My client is currently recruiting for Part time Inbound Customer Service Advisors to work alongside their major financial services client in Andover. Join the Customer Service team with our client and you'll be involved with customers from all walks of life, answering a variety of different questions and queries – no two calls are the same! We are looking for candidates who are passionate about delivering results and exceptional customer service. As this role is telephony based, you will need to be an excellent communicator with a polite and friendly telephone manner. This role is a varied role, providing a great opportunity for someone looking to enhance their skills further. If you are patient, enthusiastic, have excellent customer services skills and feel passionate about putting the customer first, the rewards are certainly worth it. Backgrounds to Consider: Retail, hospitality, call centre, sales, customer service, graduates, inbound, outbound Duties and Responsibilities: Taking inbound calls from customers with financial queries Logging information accurately on the in-house system Providing excellent customer services Achieving SLA’s and following correct DPA policies Listening to customers and dealing with their queries efficiently and professionally Identifying any vulnerable customers and dealing with them empathetically Dealing with customers politely, with respect and patience Skills you’ll need: The desire to succeed Fantastic work ethics and a brilliant attitude Be able to listen – even if the issue is hard to listen to Love talking to people and have a knack for understanding their needs Enjoy being part of a team but still have the drive to work on your own initiative Good customer service experience Benefits: Very Competitive salary Bonus scheme 21 days’ holiday plus Bank holidays Healthcare plan Pension

Senior Audit Manager

Central Bedfordshire

Circa £60k plus Benefits

Our client, one of the UK’s oldest and well-respected leisure organisations, require a Senior Operational Audit Manager. Reporting to the Financial Controller, you lead and manage a team of Data Managers / Analysts and regional Operational Auditors to identify high risk areas through analytical review of data and targeting / testing controls at sites to minimise the possibility of fraud and loss Key Responsibilities include: Prepare a strategy to incorporate an analytical review of data to assist the Operational Audit teams in identifying high risk areas and contributing to a ‘smarter’ investigation and targeting of testing controls at sites. Advise operational audit teams to identify where anomalies and trends may highlight needed audit focus. Develop a training plan based on audit results to provide the necessary support to the Operation. Assist auditors in obtaining necessary data for audits and provide additional support where necessary. Manage Key Control Self-Assessment site reporting. Compare data analytics results to KCSA reporting and identify and report inconsistencies. Lead, provide guidance and coaching to the Data Analytics team, the Operational Audit team and the Operational Auditor Essential skills include: Qualified accountant with 1-2 years PQE Deep understanding of the core principles of end to end financial processes A broad understanding of business processes, evaluating risks and designing and implementing controls Ability to gather, analyse and evaluate facts to prepare and present concise oral and written reports Rounded technical skills - expertise across a range of accounting and financial areas Analytical skills – ability to identify core issues and provide assessments grounded in logic Broad commercial experience, understanding end to end business processes Driving process change / improvements Knowledge of ERP systems / Experience accessing and analysing data in environments such as SAS, SQL, Oracle, etc and exposure to FTSE 250+ or a multisite organisation is desirable.

Internal Controls Manager

Central Bedfordshire

Circa £60,000 + Benefits

Our client, one of the UK’s oldest and well-respected leisure organisations, require an Internal Controls Manager. Reporting to the Financial Controller, you will responsible for developing and expanding the controls framework and focusing on the IT General Controls Framework and the controls around 3rd party service providers. Key Responsibilities include: Documenting process flows for IS and Procurement and ensuring that controls are in place to mitigate risk throughout the processes. Helping to challenge and drive our Controls Framework forwards, expanding it to include key non-financial risks across the Group. Developing and owning Group wide policies and procedures, driving consistency across Brands and Group. Producing reports and summaries to engage and update key stakeholders. Ensuring evidence exists to support assessments and to provide assurance to internal and external audit. Working with Internal Audit and external auditors to ensure our controls framework meets the needs of the business and ensures an efficient external audit process and controls reliance. Essential skills include: Qualified accountant with 1-2 years PQE A broad understanding of business processes, evaluating risks and designing and implementing controls 3rd party reliance audit requirement Rounded technical skills - expertise across a range of accounting and financial areas Analytical skills – ability to identify core issues and provide assessments Controls experience in a large/listed company Proven experience of development and improvement of control framework Broad commercial experience, understanding end to end business processes Driving process change / improvements Procurement & IT general controls experience Knowledge of ERP systems / Sox and ISO27001/ISO27002 experience is desirable.

Risk and Compliance Manager

Milton Keynes

£50,000 - £60,000

We’re seeking an experienced and delivery focused Risk and Compliance Manager to have the overall responsibility for ensuring consistent standards and compliant behaviour within our new Banking client. You will be responsible for embedding effective risk assessment and reporting frameworks and facilitating the proactive management of business risks. This is a pivotal role in ensuring the development of a positive approach to risk and compliance management within the bank’s operational strategy, ensuring there are consistent standards and compliant behaviour. The Client- This Client does not provide sponsorship. Providing expertise, guidance and advice on a wide range of regulatory issues to proactively engage with senior stakeholders and enable the Bank to compliantly fulfil their obligations Presenting regular updates to the Bank on the latest changes in the risk and compliance landscape and how they might operationally impact the bank (including FCA and PRA guidance) Designing and embedding an effective risk and reporting framework including IT and operational risk, business continuity, financial crime and regulatory risk The successful delivery of the Enterprise Risk Management (ERM) Framework through managing the ERM policy, standards and procedures and adapting techniques to meet the business needs Challenging and influencing all levels of the management structure to ensure both compliant behaviour by the bank and good customer outcomes from a regulatory perspective Developing a Compliance Monitoring Plan, undertaking scoping reviews, reporting on the findings of monitoring activity and making suitable recommendations to senior managers Identifying and recommending improvement initiatives to existing procedures and activity across the bank to mitigate material risks and ensure adherence to relevant legislation, regulations and codes of practice To be successful within this position you will have; Strong experience of providing advice and guidance on regulatory standards impacting retail banking and/or consumer credit activities A sound understanding of the regulatory regimes governing UK retail banking Experience of developing, implementing and/or reviewing risk assessment and reporting frameworks Demonstrable experience of working with multiple stakeholders and ensuring that compliance and risk issues are given appropriate profile and attention up to board level Strong communication skills using a range of style and techniques depending on the audience The ability to influence through presenting sound and well-reasoned arguments to achieve effective commercial outcomes Excellent relationship management skills with the ability to build and maintain effective working relationships

Deputy Head of Compliance

Liverpool

£110,000 - £135,000 + Bonus + benefits

My client is a very prestigious organisation and a leader in its chosen field The role- Following some organisational changes a very significant role has presented itself for someone to act as senior member of the compliance function with responsibility for regulatory policy within the wider business, to ensure that the function and the business are aware of and prepared for change as a result of legal and regulatory change to the operating environment. As deputy to the Head of Compliance you will also assist in the leadership of the function and the development of its staff, and provide senior management with the necessary management information, support and advice to ensure they have the assurance that their business areas are being operated in accordance with regulatory requirements. Key Requirements- Excellent written / oral communication skills and an ability to communicate complex technical ideas to a diverse audience Practical and pragmatic approach to problem solving which balances commercial and regulatory objectives Ability to form close working relationships across the business and influence management and stakeholders Experience of managing and leading a team plus building productive relationships with key stakeholders Highly motivated with the ability to operate effectively in a fast paced organisation

Assistant Data Protection Compliance Officer

Liverpool

£42,500-£47,500 plus benefits

My client is a very prestigious organisation and a leader in its chosen field. The Role They are currently looking to recruit an individual to support the Data Privacy Office in the dailywork and assist the Data Protection Officer. You will be responsible for daily tasks of the Data Protection Office including monitoring notifications to the DPO Inbox, escalating any potential breaches to the Data Protection Officer. You will have a key role in change and new projects in order to provide guidance and advice to the business highlighted from completed DPIA’s and be the conduit for advice related queries into the Data protection office from all business areas. Key Responsibilities: Assist the Data Protection Office to develop, embed and monitor data privacy management and oversight across the business. Stakeholder management providing guidance and support of the DPIA process. Lead and support a strong cross functional relationship with key stakeholders across all prioritised business processes, understanding all relevant areas and how their processes and resources interact with other functional areas from a data privacy perspective. Challenge existing ways of working, reviewing effectiveness of the groups Privacy by Design. Supoort the Data Privacy office embed the desired data privacy cultiure and assist compiling regular cultural messages from the DPO, helping develop data privacy cultural behaviours in the business to make them stick. Providing guidance on change programmes and new projects from a Data Privacy GDPR Perspective. Providing guidance and support from the DPO Office to assist and drive projects and changes to successful completion in delivering transformational processes. Compile and deliver presentations for awareness campaigns from the DPO. Person Specification: Good knowledge and understanding of the The Data Protection Act and GDPR Strong ability to disseminate and clearly communicate GDPR and ICO matters effectively Ability to provide a commercial view whilst considering the high importance of Data subjects Capable of demonstrating initiative whilst working to fulfil a complex workload and proven ability to meet strict deadlines. Excellent verbal and written communication skills. Hard working with a professional, mature and flexible approach Proven influencing skills and experience and an ability to interact at senior level within the company. Compliance focussed, confident and tenacious, flexible and adaptable Salary is commensurate with experience but will reflect the significance of the role

Collections & Recoveries Manager – West Yorkshire - £40-50K, £6K car allowance + bonus & benefits

Bradford

£40-50K, £6K car allowance + bonus & benefits

My client is a progressive and extremely customer focussed organisation who are well established and have a great name within their sector. They now have an exciting opportunity for a Collections & Recoveries Manager to join them at their Head Office in West Yorkshire. Reporting into the Head of Credit Risk, your main responsibilities will be as follows: Manage 3rd party relationship with the outsourced operational Collections team to maximise operational performance and maintain service level agreements. Develop, implement and manage Collections and Recoveries strategies and communications to minimise bad debt losses, whilst ensuring fair customer outcomes. Identify and implement continual improvement initiatives to maximise efficiency within Collections. Manage regulatory risks within the Collections and Recoveries arenas, ensuring processes, strategies and communications are demonstrably compliant with regulatory requirements. Manage relationship with Debt Purchasers to ensure operational practices and recovery performance is satisfactory. Interpret Collections and Recoveries MI to identify emerging issues and opportunities. Lead, motivate and develop a small team of Collections analysts Ensure TCF is embedded in all activities. Provide Collections and Recoveries expertise to support departmental and business wide initiatives. In order to succeed in this role, candidates will have the following skills and experience: In depth knowledge and practical experience of Collections within the UK consumer credit industry. Practical application of regulatory change into policy and process. Proven record of managing others Knowledge of Debt Collection Agency and Debt Sale / Purchase markets Experience of Collections strategy development. Self-motivated with ability to initiate change and take responsibility for delivering solutions. Good communicator (both written and oral) with ability to influence at a senior level. Enthusiastic and committed team player with flexible and adaptable approach. The right candidate will benefit from a great working environment within an organisation that puts a big emphasis on employee engagement. On top of that there is a strong package on offer including an impressive 29 days holidays.

Conduct Risk Manager – FinTech Consumer Credit – 12 mth FTC

London

£75,000 - £90,000

The main purpose of this role is to provide expert consultancy within the area of Complaints and develop and promote solutions which support good customer outcomes. Working alongside the Compliance team and Complaints, you will be driving high quality analysis, advice and guidance on conduct risks to ensure that the business comply with regulatory requirements and put the customer at the heart of everything they do. Responsibilities: Through complaint and FOS root cause analysis, identify, interpret and highlight specific issues and trends and provide recommendations to the business on resolution whilst providing oversight for delivery Establish a collaborative relationship with the FOS and other regulatory bodies in order to learn from any findings and ensure that, where necessary, these are reflected in business procedures or complaint handling standards across the business Creation and delivery of clear and effective management information / reporting for the relevant governance committees Chair of relevant committees Actively participate in the delivery of complaint change projects, ensuring that project risks are successfully identified and managed Work with key stakeholders, to deliver improvements to its strategies / processes and its efficiency as a result of the complaints Provide guidance on the application of complaint regulations, law and industry guidance on including assisting with complaint feedback, policies and processes Keep up to date with external sources to understand potential changes / impacts to our business regarding Regulatory and Customer approaches Working with the Customer Service Operational Excellence team to maintain and improve ongoing policies and processes Oversight of the complaints first line conduct risk controls and quality assurance outputs Key Competencies: Strong background in Compliance within the UK regulated financial services industry – preferably in a lending business Detailed understanding of the FCA and FOS complaints requirements along with the wider UK regulatory framework Excellent communication and influencing skills with key stakeholders and regulators Experienced in outlining and embedding new strategies within the business Project management experience would be beneficial Ability to analyse, interpret and present relevant data/ MI Strong customer awareness Ability to delivery results against targets