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

Customer Service Manager

Cambridgeshire

£40,000 - £50,000

My client is looking for a Customer Service Operations Manager to lead and manage the Core Operations & Customer Support team to develop a customer driven cultural to meet the business goals and to increase employee engagement. The recruitment, coaching, training, performance management and development of team members is to facilitate team growth and development by proactively motivating and engaging the team to both progress within their roles and to prepare for future development opportunities. Responsibilities Develop a deep and comprehensive knowledge of department processes and systems to enable you to provide active leadership and prioritisation to support the team and our customers. Effective Change Management – driving, handling and leading periods of change whilst displaying motivation and encouraging behaviours. Work closely with HR on all aspects of people management including performance, absence, attrition management and disciplinary processes. Resolve and drive measures to reduce complex or contentious/complaint issues including CSAT / NPS surveys, acting as the escalation point for the teams – customers, partners and banking relationships. Production of various MI reporting to senior management Completing quality assessments on service interactions/tasks/cases to ensure it is completed to the highest standards. Be a subject matter expert (SME) in all things customer service, operations, AML, KYC & KYB related. Identify, drive and implement ongoing improvements and countermeasures necessary to close any service delivery or people performance gaps to deliver ‘World Class’ service to customers and distribution partners, including working towards an STP model. Knowledge, skills & Experience Proven 3-5 years’ team management experience with reputable firm Previous experience of working in a customer service management position Experience of operating in a fast paced environment Intermediate to advanced MS Office Skills - including extensive knowledge of Excel Desirable experience working in the payment processing and banking sector Professional, dynamic, proactive, positive and flexible with a “can-do” attitude Leadership flair with the skill to motivate others to perform and exceed expectations

Compliance Advisory Executive

Newport

£20,000 - £30,000 + Benefits

Job Description: Working as part of a team assisting the business in delivering appropriate customer outcomes in accordance with the regulatory framework; across all areas of the business including servicing of mortgages and loan. The role involves providing technical support and guidance to the business in relation to policies, procedures and training. The role would suit an articulate compliance professional with extensive knowledge of financial services regulation across lending. The role will involve: Work alongside colleagues across the business to provide ongoing advice and guidance on regulatory requirements, and assisting the business in raising operational and service standards through the identification and recommendation of best practices. Build strong & effective working relationships across the business to help embed and promote a compliance and risk culture across the business. Monitor regulatory fines and other market initiatives and complete business gap analysis to ensure business’ practices and processes, and those of its clients, are not exposed to such weaknesses, and are amended where required. Support operational and regulatory projects acting as compliance SME to ensure regulatory requirements are met and any risks to the business are mitigated. Assist in the development of training and reference material and standards & procedures documentation. Maintain, and keep updated, Compliance frameworks, policies and procedures in line with regulatory change or clients’ requirements. Key Requirements: Detailed knowledge of FCA rules and guidance including MCOB, CONC, CCA, DPA Detailed knowledge of lending products Three years’ experience working in a financial services regulatory environment

IS Procurement Specialist

London

c£50,000 + Benefits

This is a key role within the Procurement team of a major Financial Services organisation. Working with key, senior stakeholders you will deliver significant Hardware, Software and Services procurement projects, ensuring compliance, delivery for the business and value for money are achieved. In addition there will be ownership of key vendor relationships. As the role develops you will be expected to define and implement the procurement strategy for a variety of IT projects.

Group Head of Risk and Governance

Manchester

Circa £80,000 plus Car and Benefits

Our Exclusive Client, an internationally recognised Pan European Leisure Organisation, with ambitious plans is looking for a Group Head of Risk and Governance. Reporting to Group Compliance and Legal Director this role has overall responsibility for managing all aspects of Risk, Compliance and corporate secretarial governance across the Group. Key responsibilities include Assessment and management of the risk across the group, ensuring the maintenance of strong corporate governance, legal compliance and robust contingency planning Embedding of best practice throughout the organisation in the assessment, understanding and documentation of operational policies, management controls and monitoring and managing risk Development of a risk management dashboard/ MI pack for reporting to Executive team Lead the approach to compliance (including but not limited to whistle-blowing, ethics and bribery, competition law, operational and corporate regulatory compliance) Execute sharing best practice and alignment of approach Development and delivery of group wide approach to Company secretarial requirements (including but not ensuring compliance with relevant legislative, regulatory requirements such as preparation and review of minutes and papers, meeting logistics, regulatory/statutory filings, annual reports) and delivery of appropriate board governance Key skills required to succeed in the role include A proven track record in risk management, compliance and corporate governance in an international environment Commercially focused, confident, self-motivated and friendly team player with initiative, resourcefulness and exceptional project management skills Excellent all round communication skills including the capability to develop and maintain strong business relationships Ability to collaborate and work effectively with other colleagues and stakeholders across international borders

Statistical Modelling Analyst

Birmingham

Up to £35,000

A fantastic opportunity with an established, globally recognised data analytics company who pride themselves on being at the forefront of technology. This is an opportunity to support consultants in the delivery of analytics solutions from your Birmingham base whilst they travel globally to work with a variety of clients on a range of projects. This Client does not provide sponsorship. Key Responsibilities of the Statistical Modelling Analyst: Design, develop and evaluate state-of-the-art statistical, mathematical and predictive models Identify, analyse and cleanse historical data Conduct data-driven, exploratory analysis Experiment with algorithms, models, etc. to discover the optimal solutions Manage projects and priorities effectively Communicate with colleagues as well as internal and external clients Ideal knowledge and experience for the Statistical Modelling Analyst role: Strong academic background Some professional experience in an analytical role, preferably delivering solutions / in a consulting company / in a project management capacity Experience with one of SAS, R, WPL, Python or similar is essential Ideally some client-facing experience Excellent analytical abilities - quantitative analysis, predictive modelling, data manipulation Experience in Credit Risk, related model development practices, policies, processes is ideal Strong organisation and communication abilities

Multilingual (Italian) Customer Relations Specialist (12 month maternity cover)

Didsbury

£21,000 pa

Hours: Shift covers 7 days between 8am and 6pm Job Description: Are you looking for a unique opportunity working for one of the most prestigious luxury brands in the automotive industry, to provide their discerning customers with a premium personal service? As part of our team of highly skilled team of experts you will deliver a truly exceptional service which leaves every customer feeling that nothing is too much trouble. The Role You will develop an exceptional understanding of the range of vehicles and services to fully embrace the brand values so that you can provide the ultimate service to every customer and ensure that their experience goes ‘beyond the car’. You will engage with customers and prospects to gain a full personal understanding of their requirements in a skilful and professional manner in line with our stringent quality standards to deliver a World Class experience. You will also work closely with the dealer network and build professional business relationships that will be pivotal to the quality of service that you provide for customers. Working as part of a dedicated team of service professionals you will handle multiple contacts through a variety of communication channels to provide a truly blended service. In summary you should have/be: • Highly skilled multilingual experts across all communication channels • All specialists language speaker must also be able to communicate in English and Italian across all channels to the required standard • Previous experience of working for a premium brand within an office, retail or hospitality environment • Excellent customer service and prospecting skills with the ability to establish the needs of the customer and develop great customer relationships • A confident and articulate telephone manner in English and your specialist language • Be able to demonstrate strong problem solving capabilities • The ability to empathise and really put yourself in the customer’s shoes • The ability to be a team player • Evidence of a proactive “can do” approach • Excellent planning and organisation skills • Strong administrative skills with a keen eye for detail • A passion for the Automotive world is highly desired Keywords: Multi lingual, Italian Speaking, Customer Relations, Automotive

Senior Compliance Manager (Exclusive Assignment)

Manchester

£45,000 - £65,000 + bonus + benefits

The Client- My client is a leading UK based special situations private equity fund manager. The firm embraces compliance culture and desire to be best in class. The Role They are currently seeking a Compliance Manager to take on what is a unique and broad based role where you will be afforded the chance to make your mark at one of the leading investment managers in its field and evolve the role accordingly. Key Responsibilities: Run the firm’s compliance monitoring programme and to provide support to the existing Compliance Team all aspects of compliance and related areas. Produce management information in relation to compliance matters and chair monthly partner compliance meetings Review and enhance existing compliance monitoring arrangements in response to regulatory developments Develop best in class policies, procedures and controls to ensure continued compliance with the relevant FCA requirements and a deep understanding amongst investment professionals at the firm. Provide a rolling compliance training programme for staff in key areas of ABC, AML, market abuse risks etc. Monitor regulatory developments, carry out impact assessments and lead working groups to deliver implementation where required. Consider regulatory requirements for new business lines and fundraisings. Assist the firm’s efforts in general legal/regulatory requirements such as data protection, business continuity, cyber security etc. Promote and monitor good corporate governance and regulatory compliance across portfolio investments. Produce management information in relation to compliance matters and chair monthly partner compliance meetings. Monitor investment compliance, including KYC and Sanctions List checks. Potential for involvement in wider business activities. Person Specification: Proven experience of working in an FCA environment in a compliance role. Self-starter: ability to take initiative and develop their own ideas Good Communication skills – ability to interact with senior personnel and investment team to promote good behaviours throughout organisation Relevant experience in asset management desirable. Working knowledge of AIFMD and FCA Handbook essential. Good judgement and ability to interpret requirements in a commercial environment and provide pragmatic effective solutions. Can do attitude and thrives on challenges. Legal background desirable but not essential. This is a ‘hands on’ role working as part of a small dedicated team and the successful candidate will have a flexible approach and a ‘can do’ attitude to problem solving. The ability to work autonomously is important as is the ability to manage multiple work flows. Salary range is broad as my client is keen to consider individuals at varying levels. It will be entirely commensurate with experience but will reflect the significance of the role. My client has offices in both Manchester and Leeds and would be happy to base this role in either office subject to the candidates preference. MERJE have been appointed exclusively on this role and any CVS sent direct to the client will be forwarded through to MERJE for consideration.

Lead Credit Risk Analyst

Leeds

Up to £45,000 + Bonus + Benefits

A long established business that has focused on providing exquisite mortgages and savings products over the years. A well regarded group that has won multiple awards for their financial products, employee engagement and for supporting local communities with their charitable efforts. Now with two openings for Lead Credit Risk Analysts, this is a fantastic opportunity to join a friendly, welcoming environment with the scope to progress in future. This Client does not provide sponsorship. Key Responsibilities of the Lead Credit Risk Analyst: Lead analytical projects to support the management of retail credit risk Lead and direct complex analysis of the credit risk portfolios (residential & BTL mortgages, current accounts) Produce reports to be reviewed by senior management, leadership teams and decision making committees Identify areas of improvement within credit risk – systems, processes, techniques Coach and mentor more junior team members Ideal knowledge and experience for the Lead Credit Risk Analyst role: Excellent academic background Substantial experience in a retail Credit Risk environment within financial services Expert knowledge of at least one of model development, portfolio analytics, advanced IRB Strong data manipulation skills including knowledge of SAS, SQL and Excel Excellent communication skills, experience presenting at a senior level Ability to coach junior colleagues and lead analytical projects

Risk Manager

London

£70,000 - £80,000

My client is a Global Professional Services firm specializing in the Insurance Industry. Due to organic growth they are looking to hire an experienced Insurance Risk professional. Reporting to the UK Head of Risk, who acts as CRO for the regulated insurance businesses, your key responsibilities will include: - Managing the day-to-day activities of the risk management function. For each of the regulated insurance businesses: Manage the processes related to the Own Risk and Solvency Assessment Produce ORSA reports for the regulated insurance businesses managed by business. Prepare risk aspects of regulatory returns (Bermudian BSCR returns, Solvency 2 RSR and SFCR returns). Identify and evaluate key risks in conjunction with other senior management. Manage the Risk Register to ensure that it reflects the evolving risk profile of the business. Draft risk papers for inclusion in board and formal committees. Understand changes of risk impact and likelihood, changes on the efficiency and effectiveness of controls, and their potential effect on capital management. Embed risk management in corporate culture. Programme management of risk related projects. Ensure appropriate communication and training of risk issues. Manage team members appropriately including appraisals, training, recruitment, and performance management. Ensure you are kept abreast of relevant regulatory and legislative changes Essential Skills/Qualifications/Experience Significant experience of working within or for the insurance industry, either for an insurance company, services provider or consultancy in a Risk function. Knowledge in and experience of assurance and risk processes. Analytical Strong technical understanding of ORSA processes, including capital adequacy assessment and the use of internal models. Excellent organisational skills First class report writing skills Strong communication and presentation skills.

Multilingual (Italian) Customer Relations Specialist (12 month maternity cover)

Didsbury

£21,000 pa

Hours: Shift covers 7 days between 8am and 6pm The role: Multilingual (Italian) Customer Relations Specialist Are you looking for a unique opportunity working for one of the most prestigious luxury brands in the automotive industry, to provide their discerning customers with a premium personal service? As part of our team of highly skilled team of experts you will deliver a truly exceptional service which leaves every customer feeling that nothing is too much trouble. The Role You will develop an exceptional understanding of the range of vehicles and services to fully embrace the brand values so that you can provide the ultimate service to every customer and ensure that their experience goes ‘beyond the car’. You will engage with customers and prospects to gain a full personal understanding of their requirements in a skilful and professional manner in line with our stringent quality standards to deliver a World Class experience. You will also work closely with the dealer network and build professional business relationships that will be pivotal to the quality of service that you provide for customers. Working as part of a dedicated team of service professionals you will handle multiple contacts through a variety of communication channels to provide a truly blended service. In summary you should have/be: • Highly skilled multilingual experts across all communication channels • All specialists language speaker must also be able to communicate in English and Italian across all channels to the required standard • Previous experience of working for a premium brand within an office, retail or hospitality environment • Excellent customer service and prospecting skills with the ability to establish the needs of the customer and develop great customer relationships • A confident and articulate telephone manner in English and your specialist language • Be able to demonstrate strong problem solving capabilities • The ability to empathise and really put yourself in the customer’s shoes • The ability to be a team player • Evidence of a proactive “can do” approach • Excellent planning and organisation skills • Strong administrative skills with a keen eye for detail • A passion for the Automotive world is highly desired Keywords: Multi lingual, Italian Speaking, Customer Relations, Automotive

Workforce Planning and MI Analyst

Leeds

£30-35K + benefits package

Hours: 37 - flexible shifts contract PURPOSE: Using Business Intelligence, forecast operational performance and schedule people resource accordingly in order to exceed Service SLA’s, optimize people resource and minimize costs. Further utilize Business Intelligence to provide root cause analysis and timely recommendations to continuously improve business performance and service levels. PERSON SPECIFICATION Experience of shift design and providing resource models within a call centre environment Experience of workforce planning and VOIP switch technology is desirable Good working knowledge of all Microsoft packages, with strong MS Excel skills Excellent numerical skills with excellent attention to detail. Good verbal and written communication skills, with an ability to communicate effectively at all levels. The ability to work in a fast paced environment whilst maintaining accuracy Self-motivated with a will to succeed Constantly seeking to drive process and performance improvement A desire to develop the role and help grow the position to add value beyond resource planning Clear communication style with the ability to articulate data Encourages and listens to feedback from customers and the team Experience in report creation ideally using Crystal Reports/SQL/BI The post holder is directly accountable for the following outputs: Customer Experience and Service Delivery Budgets and KPI’s Leadership and People Management Financial Management Divisional Management Duties Continuous Professional Development Risk and Compliance Keywords: resource planning, root cause analysis, call centre environment, shift design, VOIP

Lead Data Analyst

Manchester

Circa £65,000

One of the UK’s largest and fastest growing FS businesses in their sector. Established over 10 years ago, the company is expanding through organic growth and selected acquisitions and now operates across Europe as well as the UK. This Client does not provide sponsorship. Key Responsibilities of the Lead Data Analyst: Deal with large, complex, volume datasets Work across a variety of asset types Oversight of origination activity and portfolio management Support development of stress testing, scenario analysis, management information, etc. Monitor financial performance Deliver reporting related to risk appetite Analyse data and translate into meaningful business insight Communicate findings at a senior level – CRO, CFO, CEO, the Board, senior stakeholders, etc. Ideal knowledge and experience for the Lead Data Analyst role: Excellent analytical abilities Experience working with complex data sets A variety of analytics backgrounds are relevant and will be considered – commercial, corporate, pricing, business, etc. Excellent senior stakeholder management skills Strong technical proficiency, knowledge of SAS / SQL and Excel Track record of data management, ability to mine and manage large populations of data

Senior Compliance Advisory Manager

Manchester

£65,000 - £80,000 + Bonus + benefits

My client is a long established and highly regarded financial services organisation. The role- An exceptional opportunity exists for an individual to support the Head of Compliance in acting as the main compliance advisory support within the company, focussing on support for the front office on a wide range of FCA/PRA issues and with the ability to focus on wider European issues. Key Resposnibilities: Undertake periodic client file reviews for compliance with the FCA rules and suitability of investments for clients, and providing investment-related advice. To provide support and advice to the investment management process, including review of portfolio allocation and new product process. Support training initiatives for the company as a whole, working with HR and others to develop a compliant, business-oriented culture. To undertake thematic and specialist reviews across the business in respect of specific regulatory topics and issues as they arise. To assist in the identification of gap analysis and implementation of relvenat regulatory measures and industry guidance pertaining to the regulated activities of the company. To produce summary reports and impact assessment of consultation documents where requested. To lead and develop a team of two Compliance Advisory Managers Key Requirements: A deep understanding of Compliance as a discipline, preferably within a wealth management, private banking environment, and the subsequent benefits from such implementation. They are open to considering candidates across other sectors within Financial Services providing they have operated at the right level. Motivates/inspires the team and its members to perform and add value to the broader firm Confident and comfortable communicating with teams and individuals across all hierarchical levels e.g. Team members, Directors, Board. At least 3 years in a similar role at a FCA and/or PRA regulated firm. Salary range is broad and commensurate with experience but will reflect the significance of the role.

Workforce Planning and MI Analyst

Leeds

c£30k basic + benefits package

37 hours - flexible shifts contract PURPOSE: Using Business Intelligence, forecast operational performance and schedule people resource accordingly in order to exceed Service SLA’s, optimize people resource and minimize costs. Further utilize Business Intelligence to provide root cause analysis and timely recommendations to continuously improve business performance and service levels. PERSON SPECIFICATION Experience of shift design and providing resource models within a call centre environment Experience of workforce planning and VOIP switch technology is desirable Good working knowledge of all Microsoft packages, with strong MS Excel skills Excellent numerical skills with excellent attention to detail. Good verbal and written communication skills, with an ability to communicate effectively at all levels. The ability to work in a fast paced environment whilst maintaining accuracy Self-motivated with a will to succeed Constantly seeking to drive process and performance improvement A desire to develop the role and help grow the position to add value beyond resource planning Clear communication style with the ability to articulate data Encourages and listens to feedback from customers and the team Experience in report creation ideally using Crystal Reports/SQL/BI The post holder is directly accountable for the following outputs: Customer Experience and Service Delivery Budgets and KPI’s Leadership and People Management Financial Management Divisional Management Duties Continuous Professional Development Risk and Compliance

Data Scientist/ Modelling Analyst

Manchester

£45,000 - £55,000

Job Description- To support the Decision Science-Strategy team in the identification, development and testing of innovative, alternative collections strategies and processes to continuously improve performance of purchase or contingent portfolios in the UK Group This Client does not provide sponsorship. Key Responsibilities of the Data Scientist/ Modelling Analyst- Development of the Modelling infrastructure; which includes modelling datasets, model scoring and model monitoring Development of statistical models, (predictive and descriptive) using internal and external data to support customer contact activity. Analyse data to produce, evaluate, interpret and analyse a range of statistical and written information in order support recommendations that will have a positive impact on policy and strategy Support the identification of value adding opportunities, through proactive analytics into any variances in performance and identify underlying causes. Contribute towards regular updates of any business improvement solutions. Ideal knowledge and experience of the Data Scientist/ Modelling Analyst- Experienced in developing models (predictive & descriptive) using techniques such as Logistic Regression, Linear Regression, CHAID, Random Forests, Cluster Analysis, Discriminant Analysis Experience of working in a heavily regulated environment. Experience in using internal and external data and insight to support recommendations that shape business strategy and improve performance Ability to work as part of a team, pro-actively, multi-task and deliver Competent communication, interpersonal and listening skills – ability to communicate at all levels Ability to present complex and detailed data in a format that aids debate and discussion across the business Experience in the use of Business Intelligence, Analytical and Statistical packages (e.g. SQL, SAS, SAP Business Objects, Cognos, Tableau, R) Fully proficient with advanced levels of MS Excel and PowerPoint High attention to detail