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

Resource Planning Analyst

Peterborough

£35,000 - £40,000

My client is looking for a Resource Planning Analysts to deliver an effective holistic resource planning service to stakeholders across multiple sites and business areas. Responsibilities Leading the team to ensure resources are effectively deployed across all business areas through the delivery of the planning cycle for telephony, back office and retail activities within a multi-skilled & multi-site operation Leading and developing a team of analysts to perform at industry standard through coaching and development and utilisation of external networking opportunities, deliver effective people plans, through appropriate development and succession planning and adherence to HR people policies. Anticipating business needs and requirements through monitoring and analysis of trends and data, in order to provide mitigation options to the Operation. Driving continuous improvement in all processes and systems used within Scheduling & Forecasting. Knowledge, skills & experience Ability to translate & implement plans and deliverables to deliver overall Group strategic priorities Be able to work with all teams across the group to promote the benefits of effective planning and display the appropriate leadership qualities while doing so Extensive knowledge of Workforce Management systems and working knowledge of telephony applications Extensive knowledge of Verint Workforce Management systems and working knowledge of Avaya telephony applications PPF personal & team accreditation Lean six-sigma qualification at any level

Portfolio Loss Forecasting Manager

Chester

£45,000 - £65,000

A well-established and globally recognised business that focuses on providing an exceptional banking experience for customers. In this role, you will drive and develop the execution of credit and fraud loss forecasting analysis, modelling and reporting. This Client does not provide sponsorship. Key Responsibilities of the Portfolio Loss Forecasting Manager: Lead a team responsible for credit and fraud impairment forecasting Take ownership for forecast integrity through oversight, challenge and documented governance Set the direction for development of credit loss and impairments forecasts Liaise with strategy, modelling and risk teams Drive improvements in and actionable insights from stress testing Ideal knowledge and experience for the Portfolio Loss Forecasting Manager role: Experience with bad debt forecasting and IFRS9 provision modelling, including the interaction between strategy and forecasting Strong attention to detail Experience leading team of analysts Ideally experience in unsecured financial services

Customer Relations Manager

Birmingham

35k + Depending on experience

My client is looking for an experienced Team Manager to support a team, ensuring delivery of a first class service to customers. The Customer Relations Manager should ensure that all departmental KPIs are being met with a particular focus on qualitative measures and resource management. They should ensure that all relevant coaching and feedback is delivered enabling continuous improvement of our advisors. Duties and Responsibilities Ensuring all customer requests are managed in line with internal guidelines and meet our regulatory obligations Acting as an escalation point for customer complaints Supporting continuous improvement for our customers through identification of issues and taking proactive actions to resolve recurring problems Challenge existing processes and procedures to ensure that excellent customer service is delivered to customers Recruitment and onboarding of team members Delivery of regular communications to your team including daily buzz / stand up sessions Agreeing daily tasks, capacity management and delivery against department objectives Setting individual and team targets and measures Continuous management of team performance, identification of development opportunities, proactive management of under performance Ongoing team coaching and upskilling with a focus on multi-skilling to maximise potential workload management Responsible for ensuring that all staff are familiar with relevant legislation and that every customer is dealt with fairly in accordance with policies and procedures and within FCA principles and guidelines (TCF) Adherence to all HR guidelines e.g. performance of regular, documented 121s, return to work interviews etc. Resource planning within the team to ensure workload is met (e.g. absence, training etc) via rota and absence management in line with predicted volume Motivation of team and colleagues, maintaining positive morale and a good working environment Celebrating success and recognising good performance as well as the ability to tackle and manage under performance Displaying an expert knowledge of all regulatory guidelines including DISP (FCA Dispute Management Protocols) and CONC (Consumer Credit) and acting as the conduit of any changes or updates of these guidelines to your team Delivery and reporting of team performance against agreed objectives and KPIs Regular high level quality sampling of team performance e.g. telephone call monitoring, reviewing of cases Displaying an appetite for continuous development Actively seek improvement and own personal development, and attend all learning interventions as agreed with line manager Promote a culture of continuous improvement by identifying opportunities that will benefit the company Be aware of and follow the organisation’s policy and practices, implement a clear desk policy, report incidents, and keep passwords secret. Skills Essential: Previous 2 years’ experience in a customer facing people management role Complaints Handling experience Management experience in a regulated business environment Excellent written and verbal communication skills Confidence when coaching and from time to time presenting to colleagues Good attention to detail Ability to plan and prioritise team and personal workload Able to develop positive working relationships internally and externally Displays energy and enthusiasm Good working knowledge of DPA, Treating Customers Fairly and DISP. Desirable: Educated to GCSE level or equivalent in Maths and English

Operations Accountant

London

£40,000 - £45,000

Our client is a credit card provider and due to impressive levels of growth, they now require an Operations Accountant to join their expanding operation. Reporting into the Head of Finance, you will work between Finance and Operations helping the business remained focused on their customers. The role: Making sure the customers’ transactions are accurately reflected on the general ledger Maintaining robust reconciliations of incoming customer payments Dealing with any payments issues Working with fraud agents to make sure fraudulent and disputed transactions are properly accounted for Liaising with the companies’ banks Producing the reporting required and making any payments needed Maintaining intercompany loan accounts – calculating interest and reconciling balances with our parent company in Norway Experience & Qualifications required: An accounting qualification (such as AAT) would be helpful but not a pre-requisite Strong reconciliations experience with good eye for detail Prior exposure to the financial services world, especially consumer lending Good with Excel A demonstrable comfort with technology

Customer Relations Manager

Birmingham

£35k+ depending on experience

Management of a customer relations team ensuring delivery of first class service to Clients customers. The Customer Relations Manager should ensure that all departmental KPIs are being met with a particular focus on qualitative measures and resource management. They should ensure that all relevant coaching and feedback is delivered enabling continuous improvement of our advisors. It is also the responsibility of the Customer Relations Manager to act as ‘shift leader’ in accordance with departmental opening hours. This will include overseeing a number of teams across the department during off-peak periods such as evenings and Saturdays which will be scheduled in advance Duties and Responsibilities Customers Ensuring all customer requests are managed in line with guidelines and meet our regulatory obligations Acting as an escalation point for customer complaints Supporting continuous improvement for our customers through identification of issues and taking proactive actions to resolve recurring problems Challenge existing processes and procedures to ensure that excellent customer service is delivered to customers People Management Recruitment and onboarding of team members Delivery of regular communications to your team including daily buzz / stand up sessions Agreeing daily tasks, capacity management and delivery against department objectives Setting individual and team targets and measures Continuous management of team performance, identification of development opportunities, proactive management of under performance Ongoing team coaching and upskilling with a focus on multi-skilling to maximise potential workload management Responsible for ensuring that all staff are familiar with relevant legislation and that every customer is dealt with fairly in accordance with policies and procedures and within FCA principles and guidelines (TCF) Adherence to all HR guidelines e.g. performance of regular, documented 121s, return to work interviews etc. Resource planning within the team to ensure workload is met (e.g. absence, training etc) via rota and absence management in line with predicted volume Motivation of team and colleagues, maintaining positive morale and a good working environment Celebrating success and recognising good performance as well as the ability to tackle and manage under performance Regulatory & Process Displaying an expert knowledge of all regulatory guidelines including DISP (FCA Dispute Management Protocols) and CONC (Consumer Credit) and acting as the conduit of any changes or updates of these guidelines to your team Delivery and reporting of team performance against agreed objectives and KPIs Regular high level quality sampling of team performance e.g. telephone call monitoring, reviewing of cases Personal Displaying an appetite for continuous development Actively seek improvement and own personal development, and attend all learning interventions as agreed with line manager Act as a role model by demonstrating the BrightHouse values in the day to day operations of the department Other Promote a culture of continuous improvement by identifying opportunities that will benefit the company Be aware of and follow the organisation’s policy and practices, implement a clear desk policy, report incidents, and keep passwords secret. Skills and Experience Essential: Previous 2 years’ experience in a customer facing people management role Complaints Handling experience Management experience in a regulated business environment Excellent written and verbal communication skills Confidence when coaching and from time to time presenting to colleagues Good attention to detail Ability to plan and prioritise team and personal workload Able to develop positive working relationships internally and externally Displays energy and enthusiasm Good working knowledge of DPA, Treating Customers Fairly and DISP.

Risk Framework and Governance Manager

Manchester

£50,000 - £60,000 + Benefits

Our client is one of the UK’s largest Financial Services organisations who are very well regarded within their market. An exciting opportunity has arisen to join the business in the role of Risk Framework and Governance Manager. In this role you will be responsible for supporting the implementation of the business’s Enterprise Risk Framework and methodologies. This Client does not provide sponsorship. The role: Undertake thorough analysis of business risk reporting, working closely with Risk Business Partners, Risk Category Owners and business risk representatives to deliver an accurate and aggregated view of the risk profile of the business Challenge business risk data for consistency and accuracy Analyse and assess risk acceptances and risk events information, liaising directly with the Risk Business Partners to ensure that the appropriate action is being undertaken in line with the risk profile and business risk appetites Reflect the risk status of the business with appropriate, accurate and timely risk information for business management, senior management, and Executive and Board committees Continually develop risk information that supports 2nd line risk assurance activity Develop, maintain and enhance risk management methodologies, processes, and templates that are consistent and easy to implement, to drive effective risk management across the business Improve risk management capability across the business by supporting Risk Business Partners and other key stakeholders to understand the risk management requirements that enable effective implementation of the risk management framework Develop and enhance risk technology and supporting operating materials to ensure that the business benefits from its effective use Undertake analysis to assess the effectiveness of the risk management framework and its implementation Advocate and champion a risk-focused culture across the business through subject matter expertise, proactive risk management discipline, and active stakeholder engagement and understanding business requirements Key Requirements: Good understanding of the regulatory environment, ideally with FCA knowledge Significant experience in area of specialism, including experience at a professional or senior management level Professional qualification or equivalent by experience

Director – Advisory Services (Consumer Credit)

London

£100,000 - £120,000

Leading consultancy firm with a focus on regulatory compliance (FCA). This role looks after all things consumer credit, from CCA and CONC through to MCOB. Scope of the role; Provide technical compliance support to the company’s clients within a range of projects and engagements Support junior colleagues in their work and through their professional development through coaching and mentoring Negotiate new contracts with clients Have the ability to understand client needs/demands and see the ‘bigger picture’, identifying and recommending best solutions (or practice)/ proposals for clients Have a strong commitment to personal development ensuring technical awareness and maintaining up to date regulatory knowledge, adding value to the business by disseminating information to departments Talking to new client prospects, providing technical advice and proposals, creating and building upon client leads Working closely with the Marketing manager to develop a marketing plan relevant to business area Agreeing internal business targets and KPIs with the Board from time to time and working to them Agreeing the terms of new client instructions Managing client projects from beginning to end Building client relationships at all levels Maintaining technical knowledge in the light of changing regulations Reviewing colleagues work and providing feedback and advice both to improve the specific work and to assist that individual’s skills Maintaining records of all activities carried out and updating the internal systems accordingly and in line with company procedures Researching specific technical issues and providing feedback to clients and colleagues Providing ongoing input to company management regarding improvements that may be made in the company’s services, procedures and the business generally Management and Development Strong commitment to personal development ensuring technical awareness and maintaining up to date regulatory knowledge Qualifications; Appropriate professional qualifications which might include any of ACA, ACCA, LLM, MBA and industry qualifications A minimum of 15 years commercial experience involving financial services and at least 5 years technical compliance experience Three years client facing experience in professional services or consulting roles Strong COBS, SYSC and PRU regulatory knowledge is essential Excellent interpersonal skills Outstanding verbal and written communication skills Ability to manage own time effectively and organise competing priorities Clear understanding of the commercial role of Risk Management Strong PC skills in office applications Highly structured working approach Technical knowledge: Knowledge of the relevant regulatory sector(s) Knowledge of FCA firm types IT capability including Microsoft applications Managing learning and building for the future FCA application process including usage of Connect Firm Risk Frameworks Evaluating the commercial impact of regulatory developments Policy & Procedure writing Project Management Researching/writing/presenting training material Sales Proposals, construction & delivery

Chief Compliance Officer – Fintech / Consumer Credit

London

£130,000 – £160,000

Our client is looking for a Chief Compliance Officer to join their team. This role reports directly to the CEO and the Board of Directors. This individual will be responsible for managing the company’s compliance responsibilities. The ideal candidate will understand how to manage and mitigate compliance risks within a fintech consumer lending environment. We are looking for someone who has an entrepreneurial mindset and a proactive attitude, focused on finding workable solutions with a keen awareness and understanding of the wider business, economic and regulatory environment. Responsibilities: Provide compliance oversight, advice and guidance to all areas of the business relating to FCA regulation and Central Bank of Ireland regulation, applicable industry codes and guidance Prepare the Annual Compliance Plan and ensure effective reporting to the Executive and the Board throughout the year Review the existing policies, procedures and processes to ensure that they are appropriate and kept up to date, including those relating to Data Protection and AML Oversee the delivery of appropriate Compliance Training for employees, Executives and the board Responsible for ensuring that business operations are conducted in line with the applicable compliance regulations, guidance and internal policies and procedures Provide support to senior managers on compliance matters Review and evaluate existing products, new products, promotional campaigns and product feature launches to ensure compliance with law Maintain and promote our culture of Treating Customers Fairly, and report on the effectiveness of TCF KPIs to the Executive and the Board Engage with third party compliance auditors Manage relationship with Regulators including the FCA and Central Bank of Ireland Key Competencies: Strong compliance experience in Consumer Finance, with knowledge of Financial Services Laws and experience of the regulatory frameworks including FCA and other relevant regulatory bodies Experience in a fintech business is preferable Consumer credit / lending experience Experience in compliance monitoring, oversight, reporting and MI analytics Execution-focused, with intellectual strength and the flexibility to quickly metabolise complex issues and provide workable solutions Ability to work across our technology, credit and operations teams to ensure compliance with Law and effective monitoring at an early stage of product/feature development and for the entire lifecycle of the product Excellent communication and influencing skills, with the ability to deal with complex issues and Projects, whilst managing multiple (and potentially conflicting) stakeholder requirements and teams in numerous jurisdictions Ability to manage and lead a team effectively Must have acted as an FCA Approved Person, or demonstrate the ability to qualify as a Senior Manager under pending FCA regulations

Collections Change Manager

Unknown

£45,000 - £50,000 pa

Based in Leek or Plymouth My client is an established Financial Services organisation and we are looking for an experienced change professional to work in the secured collections arena. This is a great opportunity to make your mark on an organisation and an ever changing operation. The successful individual will be: Responsible for managing and leading change requests in the mortgages and secured collections business areas Driving recommendations for improvements through analysing data and working closing with operational leaders Working with all operational leaders to ensure operational excellence You will have: Experience of running an operation in Secured Collections Change management experience with excellent stakeholder engagement A history of implementing Customer Service Strategies In return you will receive a basic salary of up to £50,000 + Excellent Benefits and the opportunity to work in an autonomous role making massive changes in a national business.

Head of Data Science & Advanced Analytics

London

Competitive

A innovative, start-up consumer finance business aiming to push the boundaries of technology and financial services is looking for a senior data / analytics professional to shape the Data Science and Analytics function, build a team and enhance the business. This is a fantastic opportunity to take on a clean slate, shape your role moving forward and make a real impact on the future of an exciting business. This Client does not provide sponsorship. Key Responsibilities of the Head of Data Science & Advanced Analytics: Develop and lead the data science & analytics function Build and manage a team of analysts and data scientists Assess, select and implement data and analytics technologies, processes, strategies, architecture, etc. Represent the technical strategy and architecture during sales visits Ideal knowledge and experience for the Head of Data Science & Advanced Analytics role: Extensive (7+ years) experience in data science / analytics Experience in a consumer credit, finance or fintech environment Experience of leading / building a team Strong hands-on technical abilities – R, Python, SQL, Scala, Java, C++, Tableau, etc. Exposure to AWS / other cloud platforms Data mining / machine learning / NPL / data frameworks / deep learning model architecture / logistical regression Experience either as a Head of in a start-up or managerial role in a larger organisation

Operational Risk Analyst

Liverpool

£34,000 - £40,000 pa

My client is a very prestigious organisation and a leader in its chosen field They are currently looking for an individual to support the Head of Operational Risk, with regards to ensuring the risk function fulfils its role as part of the risk management operating model, in particular; Monitoring risk appetite and risk management through key risk indicators; Maintaining an aggregated view on the Group’s risk profile; Reviewing for completeness and accuracy of risk registers and assessments with risk owners; Identifying and assessing current issues, emerging risks and risk mitigation plans; Maintain a risk event database and control issues database to support views on the Group’s risk profile. Producing appropriate quality risk reports and risk management information to required committees within the governance framework. Other Duties and Responsibilities Conduct targeted risk assessments as appropriate in conjunction with the business; Support the business to develop, maintain and monitor processes and internal controls to mitigate risk; Coordinate and provide input into the annual ICAAP process for operational risk, working in conjunction with the Finance Function. Provide proactive consultancy on risk management advice to the business as required; Support the delivery of change as required, providing risk advice and recommendations to ensure that potential project or implementation risks are identified, assessed and mitigated by management; Contribute to and carry out special projects / investigations as required. Coordinate as Secretary of the Operational Risk Committee, its meetings and the production of meeting papers and minutes. The ideal candidate must have a strong background in Financial Services, previous experience working in Risk/Internal Audit, preferably within a wealth / investment management business. You must also be an advanced user of Excel. Salary is commensurate with experience

Commercial Contracts Lawyer – Asset Management (6-12 Month Contract)

London

£70,000 - £75,000

A well-established global asset manager is looking for a Commercial Contracts Lawyer to join the team on a fixed-terms contact basis. The ideal candidate would have 2 – 4 PQE and will primarily focus on commercial contracts as well as supporting the legal function. The role reports directly to the Head of Legal. Responsibilities: Review, negotiate and draft a range of commercial contracts Identify and manage the legal risks within the company Provide advice to the business on general corporate and commercial queries Offer general corporate support to the corporate governance and company secretariat Provide dedicated legal support to key strategic and regulatory projects Key Requirements: Qualified solicitor of 2 – 4 years PQE with broad legal experience working in-house or within a private practice law firm In-house financial services experience an advantage, particularly in the asset and/or wealth management industry Experience in negotiating contracts relating to investment management, regulated outsourcing and/or GDPR would be considered a significant advantage Working knowledge of funds governance and financial services regulation desirable but not essential First-rate academic credentials, demonstrable intellectual ability and an excellent career track record to date

Compliance Officer

Staffordshire

£30,000 - £38,000 pa

My client is one of the UK largest insurance brokers. To facilitate ongoing expansion, they are currently looking for an individual to support the Head of Compliance in the delivery of the compliance and risk strategy plan to: Ensure the company complies with all relevant regulation/legislation Work with key stakeholders across all areas of the business to provide guidance on areas such as FCA, CMA, FOS and Data protection Duties and Responsibilities; Support the Head of Compliance in maintaining and reviewing Compliance policies and procedures to ensure compliance with the Financial Services and Markets act and other legal and regulatory requirements Assisting with design, development and maintaining an annual compliance strategy & monitoring programme Develop and implement agreed strategies that support the Company’s compliance to relevant regulation and legislation Keep up to date with regulatory and industry changes and provide guidance so that the business can implement appropriate systems and controls to the meet the relevant requirements Promoting good regulatory practises and controls Act as a point of contact for day to day advice and guidance to the business on regulatory matters Provide a sign off point for financial promotions and other customer facing documentation Assist with all business development projects to ensure conduct of such lies within regulatory guidelines. Assist with the development of Compliance training programs Carry out compliance audits to ensure that regulatory practices and controls are being adhered too To undertake any reasonable request made by the Board or other member of the Management Team Key Requirements; Understanding of FCA and DPA requirements for insurance intermediaries Understanding of working in a regulated environment Be aware of broader organisational goals and understand the impact of own actions on cost. Must have current experience in a Compliance/Regulatory Role Experience in financial services specifically general insurance

Financial Reporting Manager

Cheshire East

Up to £55,000

My client, a niche Financial services business and one of the Sunday Times Best 100 Companies to work for, are going through rapid expansion and require a Financial Reporting Manager to lead the production of the Group’s subsidiary statutory accounts, quarterly interim reporting and support key stakeholders with the delivery of the groups consolidated accounts Key Responsibilities include: Leading the planning & preparation of all annual statutory accounts, and quarterly external reporting to agreed deadlines. Supporting with the preparation of the production of Group annual report and accounts. Day-to-day engagement with external audit, planning and timing of statutory accounts audit work and managing the interaction with the delivery of statutory reporting. Planning and co-ordinating delivery of financial reporting with a range of stakeholders Drafting of papers on certain key areas of judgement used within the statutory accounts. Designing and implementing the control framework for the external Financial Reporting team. Co-ordinating and planning of financial reporting deliverables across the team. Supporting with the performance management and development of two statutory reporting accountants, plus providing additional support to the financial control and FP&A teams on technical and statutory reporting matters. Essential Skills and Experience: Qualified ACA or similar with experience in producing group and multiple subsidiary accounts. IFRS knowledge and IAS39/IFRS9 financial instruments experience. Strong communication, collaboration and stakeholder management skills. Experience of the review, design, implementation and documentation of control frameworks. Experience in Coda Financials. Experience with producing statutory reporting for listed companies, within a Bank or financial services business. Experience with derivatives and hedge accounting.

Head of Risk

London

£80,000 – 90,000 k

My client is a leading Payments firm who are currently undergoing exciting changes a new future strategy. From this a need has arose for a dynamic Head of Risk to join and help shape the future of the risk team. This a unique opportunity to build from scratch a new Risk Function that will help drive the business for the future. Responsibilities: Lead the risk team at a high growth FinTec company Responsible for building the risk management framework Develop risk policies and ensure they are adhered to, keeping in mind regulatory and industry/scheme standards Collaborate with the Director of Operations, Compliance and Chief Analytics officers to determine a pragmatic fraud prevention/underwriting strategy that will enable the business to calculate potential exposure, mitigate loss and financial risk, as well as minimise its financial exposure and liability Develop the monitoring of the credit and fraud risk, including documenting and the setting of alerting rules and models and analysis and reporting of key metrics and other relevant data Managing the operational relationship with the product and technology teams and contributing to the product roadmap Acting as the principal point of contact/SME for all Risk matters (internal and external) Defining and analysing data trends, key metrics and financial risk patterns, in order to continually improve services Ensuring internal and external fraud prevention/underwriting documentation is relevant and regularly updated Constantly iterate and move towards a straight through processes (STP) environment Experience Required Previous experience managing internal risk within a high growth environment including change management In-depth knowledge and experience of merchant risk management and credit underwriting Excellent documentation, report writing and presentation skills Strong analytical (VBA standard), investigative and problem-solving skills with an ability to work in a team setting Other technical modelling skills highly desired e.g. SAS, SQL, Python Ability to think logically and process information with a high degree of accuracy Proactive and pragmatic work ethic, with the ability to deliver results and meet challenging deadlines. Ideally, you’d have previous experience in the payments industry, of using multiple automated risk and resolution systems