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

Operations Manager

Chester

£28,000 - £30,000 pa

My client is a leading travel organisation and an amazing company to work for. We are currently working with them to find their next inspirational Operational leader and the successful candidate will inspire and bring passion to the contact centre. The successful Operations Manager will: Lead a team of 45 FTE through Team Leaders Ensure processes are set for best working practice Work with agents to make sure all customers have an amazing experience Currently being a Reservation Team Leader or Operations Manager you will have experience of: Managing Call Centre Operations Delivering operational projects The travel industry which can include reservations In return you receive a salary of up to £30,000 per annum + Excellent benefits. For more information or to apply please email akelly@merje.com

Financial Crime Analyst Team Lead

Manchester

£35,000 - £45,000

The role is responsible for managing the day to day acitives of the Financial Crime Analysts in relation to Anti Money Laundering, Counter Terroist Financing and Sanctions. The Client- Our client is a leading banking institution who have been growing signficiantly in recent years. This Client does not provide sponsorship. The role- Manage the day to day activities including work flow management Ensure the team is fully resourced and equipped to handle work flow at all times Act as the first point of escalation for the Analysts for any queries related to the work flow, process and procedures and any risks and issues that have been identified Conduct team monitoring and assurance and issue management support with conduct performance reviews and contribute to performance feedback for staff Develop a high performing team culture through regular communication, coaching and team building Maintain an up to date skills matrix to ensure training needs of individuals are identified and met Provide relevant, accurate and timely MI in a format which is clear and engaging Support the implementation of BAU work streams in conjunction with the AML Programme and various Bank wide projects Carry out ad-hoc assessments, projects etc. where required Be proactive and collaborative to make relevant changes to policies, procedures and working practices and liaise with second line of defence where relevant Liaise with and support Branches with Financial Crime related queries and issues Key Requirements- Strong understanding and experience of AML, KYC, Sanctions and banking products and the UK regulatory environment. Professional qualification preferred Ability to apply themselves to problem solving and analysing situations, delivering practical and compliant financial crime controls/solutions Strong organisational skills and ability to work well under pressure with attention to detail: achieving the right business culture and behaviours Ability to lead and motivate a team

Financial Crime Officer Team Lead

Manchester

£35,000 - £45,000

The role is responsible for managing the day to day acitives of the Financial Crime Analysts in relation to Anti Money Laundering, Counter Terroist Financing and Sanctions. The Client- Our client is a leading banking institution who have been growing signficiantly in recent years. This Client does not provide sponsorship. The role- Manage the day to day activities including work flow management Ensure the team is fully resourced and equipped to handle work flow at all times Act as the first point of escalation for the Officers for any queries related to the work flow, process and procedures and any risks and issues that have been identified Oversee complex investigations, including involvement in incident meetings with senior management and relevant stakeholders to agree and implement actions to address control failures and gaps Conduct team monitoring and assurance and issue management support with conduct performance reviews and contribute to performance feedback for staff Perform Delegated Nominated Officer duties Develop a high performing team culture through regular communication, coaching and team building Maintain an up to date skills matrix to ensure training needs of individuals are identified and met Provide relevant, accurate and timely MI in a format which is clear and engaging Support the implementation of BAU work streams in conjunction with the AML Programme and various Bank wide projects Carry out ad-hoc assessments, projects etc. where required Be proactive and collaborative to make relevant changes to policies, procedures and working practices and liaise with second line of defence where relevant Liaise with and support Branches with Financial Crime related queries and issues Key Requirements- Strong understanding and experience of AML, KYC, Sanctions, Fraud and banking products and the UK regulatory environment. Relevant specialist FC qualifications: e.g. ICA Diploma in FC/AML, ACAMs, Fraud Prevention Ability to apply themselves to problem solving and analysing situations, delivering practical and compliant financial crime controls/solutions Strong organisational skills and ability to work well under pressure with attention to detail: achieving the right business culture and behaviours Ability to lead and motivate a team

Financial Crime Quality Control Analyst

Manchester

£20,000 - £35,000

The role is responsible for assisting and supporting the Financial Crime team in building and maintaining a robust quality control framework and undertake quality control and delivery of training where appropriate. The Client- Our client is a leading banking institution who have been growing signficiantly in recent years. This Client does not provide sponsorship. The role- Maintain a robust quality framework Deliver staff training when required Carry out ad-hoc assesments, projects and assist the Team manager with escalations, issues, trends, feedback and communication. Support the Team manager develop a high performning team culture through regular communication, coaching and team building Where needed, support the implementation of BAU work streams in conjuction with the AML Programme and various Bank wide projects Contribute to the development of financial crime policies/procedures, identifying opportunities for continuous improvement and maintain these documents from a first line of defence perspective Have a full understanding of financial crime review, investigation and reporting processes Perform quality control checks on all Financial Crime Officer Team work streams/processes Assess quality control results in order to determine whether conditions identified are isolated, or systematic in nature and develop and carry out appropriate corrective action plans as necessary Record and update relevant detailed, accurate and timely MI in relation to quality control checks completed Key Requirements- Strong understanding and experience of AML, KYC, Sanctions and banking products and the UK regulatory environment. Relevant specialist FC qualifications: e.g. ICA Diploma in FC/AML, ACAMS, Fraud Prevention Experience in 1st line and/or 2nd line FC function within a financial services environment Experience conducting quality reviews/testing the work of others to ensure quality standards and expectations are always met

Financial Crime Ofifcer (Investigations)

Manchester

£25,000 - £35,000

The role is responsible for assessing, reviewing and investigating escalated referrals in realtion to Anti Money Laundering, Counter Terroist Financing, Fraud and Customer and Payment Screening. The Client- Our client is a leading banking institution who have been growing signficiantly in recent years. This Client does not provide sponsorship. The role- Work as part of the team to ensure the day to day activities and work flow are adequately prioritised to suit shifting demands Work independently and handle cases that require extremely high levels of discretion. Work to tight deadlines and often under pressure whilst maintaining a high level of quality and competency Act as a subject matter expert to support the Financial Crime Analysts in the assessment and investigation of financial crime alerts and referrals (suspicious activity, transaction monitoring, customer and payment screening) Ensure that all suspicious activity reports, sanctions, fraud or corruption concerns are fully investigated, evidenced and documented in a clear and concise manner and reported to relevant authorities in a timely manner. Record and update relevant, accurate and timely MI in the team work tracker (and elsewhere as needed by the Team Manager) Liaise with and support Branches, other financial institutions and law enforcement agencies with financial crime related queries and issues Assist with complex investigations, including co-ordinating incident meetings with management and relevant stakeholders to agree and implement actions to address control failures and gaps Where needed, support the implementation of BAU work streams in conjunction with the AML Programme and various Bank wide projects Contribute to the development of financial crime policies/procedures and maintain these documents from a first line of defence perspective Key Requirements- Strong understanding and experience of AML, KYC, Sanctions, Fraud and banking products and the UK regulatory environment. Relevant specialist FC qualifications: e.g. ICA Diploma in FC/AML, ACAMs, Fraud Prevention Experience in 1st line and/or 2nd line FC function within a financial services environment Ability to apply themselves to problem solving and analysing situations, delivering practical and compliant financial crime controls/solutions Strong analytical skills and the ability to work well under pressure with attention to detail, presenting information in a clear and concise manner

Financial Crime Quality Control Officer

Manchester

£20,000 - £40,000

The role is responsible for assisting and supporting the Financial Crime team in building and maintaining a robust quality control framework and undertake quality control and delivery of training where appropriate. The Client- Our client is a leading banking institution who have been growing signficiantly in recent years. This Client does not provide sponsorship. The role- Maintain a robust quality framework Deliver staff training when required Carry out ad-hoc assesments, projects and assist the Team manager with escalations, issues, trends, feedback and communication. Support the Team manager develop a high performning team culture through regular communication, coaching and team building Where needed, support the implementation of BAU work streams in conjuction with the AML Programme and various Bank wide projects Contribute to the development of financial crime policies/procedures, identifying opportunities for continuous improvement and maintain these documents from a first line of defence perspective Have a full understanding of financial crime review, investigation and reporting processes Perform quality control checks on all Financial Crime Officer Team work streams/processes Assess quality control results in order to determine whether conditions identified are isolated, or systematic in nature and develop and carry out appropriate corrective action plans as necessary Record and update relevant detailed, accurate and timely MI in relation to quality control checks completed Key Requirements- Strong understanding and experience of AML, KYC, Sanctions and banking products and the UK regulatory environment. Relevant specialist FC qualifications: e.g. ICA Diploma in FC/AML, ACAMS, Fraud Prevention Experience in 1st line and/or 2nd line FC function within a financial services environment Experience conducting quality reviews/testing the work of others to ensure quality standards and expectations are always met

Internal Audit Manager

Milton Keynes

£50,000 - £62,000 k

International Consumer Lending Business seeking an enthusiastic Internal Audit Manager to provide independent advice on the organisation’s risks and controls to the Board. The role reports into the Head of Internal Audit and offers variety, autonomy and the opportunity to proactively advise the business ensuring compliance and best practice. The role: Key responsibilities will include: Leading audits from planning to completion ensuring the analysis and assessment of the risks for each business area. Undertaking special audits, fraud investigations and special projects Assessing and reporting audit findings whilst collaborating with Senior Management and Heads of department to implement action plans to drive efficiencies and process improvements Monitoring audit actions ensuring accountability for delivery within the management teams and ensuring that risks are mitigated through the effective and timely closure of actions. Providing subject matter expertise around key focus areas including Consumer Credit and FCA regulations Engaging the business to proactively advise on risk management and controls for new projects, programs, initiatives and process improvements Performing quality assurance on audit working papers to ensure consistency across the team in line with methodology Building and maintaining effective relationships across the business at all levels to promote good governance, risk management and controls. To be successful within this position you will have: At least 5 years’ experience of working in/managing an internal audit team in a regulated environment CMIIA (Chartered Internal Auditor), CIA (Certified Internal Auditor) or equivalent certification would be desirable. Broad knowledge of relevant compliance and legal laws and guidelines applicable to regulated activities Excellent communication skills Strong problem solving skills to identify issues and apply judgement in selecting appropriate audit methodologies, understanding and taking into account the implications on the audit quality. Excellent ability to produce accurate, concise and compliant Internal Audit Reports

Collections Negotiator

Manchester

£19,000 pa

Hours: 37.5 hours per week, Monday to Friday, between the hours of 8:30 -18:00 (no weekends!) Job Description: Vacancy Description: We are looking for a telephone negotiator (minimum 6 months experience) to join a thriving team within our Manchester office maximising the collection of overdue secured and unsecured accounts. The Role The purpose of this role is to maximise the collection of overdue debt and provide a professional and informative primary point of contact for all customers whilst maintaining the highest level of customer service. The successful candidate must have experience within a telephone based collections role. You will have a positive telephone manner and assertive negotiation skills whilst being a good communicator. Previous knowledge of a consumer or financial market would be advantageous. You must be confident dealing with clients and have good communication skills and be able to demonstrate a high level of customer service. A team player you will be looking to join a well-respected organisation in which you will find a supportive working environment and excellent routes for career progression. Main Duties & Responsibilities: To process inbound and outbound calls, contacting customers with overdue accounts to negotiate prompt payment within defined timescales To record all customer contact accurately on the collections system Treat all customers fairly, professionally and at within legislation and codes of practice Deal with general account enquiries and take routine payments from customers Update account information (address / contact details, bank details and payment method) Liaise with other departments on behalf of customers to resolve problems Record customer complaints and relevant information accurately in accordance with complaints procedure Transfer calls to other departments as required Follow established collections processes and procedures Work effectively as part of a team Maintain department standards at all times The Benefits In addition to your competitive basic salary we have an exciting benefits package including a contributory pension scheme, critical illness cover, health cash plan, death in service, discounted legal services, 25 days hols (this increases with length of service), discounted online shopping, season ticket loans, childcare vouchers. Important Information Please note that all successful applicants will be subject to a Criminal Records Bureau check, a credit check and a Fraud Prevention database check Keywords: collections, collections advisor, payment negotiator, debt negotiator, telephone negotiator, debt advisor, collections adviser

Risk Manager

London

55,000 – 60,000 pa

My client is a global payments firm based in Canary Wharf. Due to growth across the business they are looking to add a Risk Manager to their successful Risk team. The Risk Manager will provide oversight, guidance and challenge to business Responsibilities: Offer proactive and practical advice to the business on risk mitigation to support in the Risk appetite; Maintenance and performance of the operational risk monitoring programme; Production of detailed management reporting ensuring risk registers, dashboards and other risk related MI is current and aligned to the company's risk appetite and ensure risks are well understood, managed and reported on across the business; Collaborating with the business establish a new operational risk management framework and system that will drive the assurance oversight program; Effectively build and maintain relationships with first, second and third line of defence to promote and improve the Risk & Compliance's value in the organisation’ To embed and undertake effectiveness reviews across first line of defence assessment of operational risk utilising appropriate methodology, intelligence gathering and other relevant tools; To ensure that a suitable framework is in place to support the appropriate and timely identification and mitigation of Risk & Compliance issues; To identify, produce, own and manage the risks involved in running the business, in line with the company Enterprise and Conduct risk frameworks; Undertake specific risk assessments to support new products and entry to new jurisdictions; Undertaking other ad hoc tasks and projects Experience Required: Proven risk management experience, including knowledge of risk management governance and controls; Experience of producing key Company document such as Enterprise, Operational and Conduct risk frameworks; Relevant experience within a Financial Institution or Fintech and risk management; A deep understanding of how an Operational Risk framework fits together and adds value to the business; Excellent interpersonal skills; Strong communication skills with the ability to persuade, influence and build rapport with others and to effectively impart specialist knowledge and build capability in others; Willingness to take responsibility and use initiative; Strong analytical skills; and Expert working knowledge of Excel, Powerpoint and Word.

Compliance Manager – FCA – Payments Industry

Canary Wharf

£50,000 - £60,000 pa

International payment solutions provider based in London Core responsibilities; Actively promote and embed a positive risk and compliance ethos and culture across the firm Liaise with other members of The Risk & Compliance team as appropriate to ensure policies, materials and training consider any trends identified Review and maintenance of the financial crime framework against AML, Fraud, 4/5AMLD and JMLSG requirements Assist the teams in conducting Sanctions, PEP and Adverse Media screening as appropriate on clients and related parties Where necessary, carry out the analysis of upcoming regulatory changes and the impact on the firm's policies and procedures Assist with the recording, monitoring and reporting of complaints Assist in the assessment of training and competency requirements of employees, and in the development of internal training courses, as required Produce statutory management information or other reports as requested relating to the compliance function within specified timescales Deputise for the Head of Compliance in their absence Responsible for the delivery of a risk-based monitoring plan, the execution of reviews, and related reporting Provide advisory coverage in relation to BAU business, and regulatory projects as required Assist in developing product by product Compliance Risk Assessment Develop, execute and maintain the Compliance Monitoring Plan (“CMP”) ensuring quality execution, effective Management Information ("MI") and results In conjunction with Head of Compliance conduct QA and oversight of other testing conducted by the Compliance Department Working with Management maintain and update as needed the Firms Conduct Risk Programme including framework and MI and Undertaking other ad hoc tasks and projects The ideal Candidate Profile Prior Compliance monitoring and framework experience in an FCA regulated firm Ability to interact with a variety of stakeholders in a fast paced environment Ability to process complex technical information and understand its implications for, and impact on the business An ability to monitor and review current practices and summarise findings and recommendations Experienced in creating and maintaining work plans Excellent report writing skills Have the ability to think strategically/holistically as well as at a detailed level and have the ability to present management information in a simple and effective way Hold a relevant qualification (ICA / ACAMS) would be preferable

Compliance Advisory Manager

Hertfordshire

£80,000 pa

Our client is a boutique and award-winning Regulatory Consulting practice which helps firms to become authorised by the FCA and PRA, manage their ongoing compliance and regulatory obligations and empower their staff with focused compliance training. Due to ambitious growth plans, they are actively looking to recruit a credible Regulatory Consultant to provide oversight of their Investments focussed team. Candidate: The ideal candidate would have outstanding knowledge of financial regulation, a strong awareness of the FCA and PRA regulatory framework as well as the ability to apply the rules to different business models. You would be reporting directly to the Head of Compliance and responsible for providing oversight of a team of 3, and will provide day to day technical compliance support to clients going through FCA processes as well as advising and coaching internal stakeholders. Main clients would be banks, asset managers, dealer brokers, investment managers, lenders etc. Requirements: 6-8 years of financial services experience in providing regulatory advice -ideally in a Consulting environment Significant experience of dealing directly with the FCA / PRA and an excellent working knowledge of the associated Handbooks and frameworks to a variety of financial services businesses Good knowledge of the investment sector is highly desirable Operational compliance experience gained within a professional services/consultancy practice or within a financial services firm Monitor and oversee the development of a variety of compliance manuals and documents Develop and deliver training workshops to support the internal development of employees and external client training Educated to a degree level (preferred but not essential) A professional approach and excellent communication skills Implacable attention to detail

Compliance Analyst

Newcastle upon Tyne

£35,000 + Benefits

Based in the Newcastle office, the Compliance Associate will assist the Compliance Team in delivering a range of compliance solutions to its clients. The individual will need to demonstrate independence of thought, a willingness to challenge where appropriate, be able to work within a team and be pro-active. The role will involve: Support the Compliance Associates and Compliance Managers to ensure that the firm and its clients are in compliance with FCA regulatory and compliance rules Support and manage the on-boarding process (KYC/AML checks/credit checks, etc) of new FCA regulated corporate teams and individuals within the financial services industry Support the compliance team on a variety of client facing compliance projects Conduct research and prepare documentation in response to client inquiries Undertake file checking and file reviews Participate in internal compliance training programs as part of continuing learning and development program Desire to expand formal and informal knowledge about FCA regulation Key Requirements: Prior experience within an FCA regulated services firm, within a Compliance function Some understanding of Financial Conduct Authority’s regulatory frameworks A-level and Bachelors degree preferred

Senior Enterprise Risk Manager

Manchester

£55,000 - £63,000 pa

My client is one of the UKs leading investment firms. They are currently looking for an individual to support the Head of Enterprise Risk with developing the organisation's Enterprise Risk Management Framework, ensuring it is fit for purpose, simple to understand, and that it works with and for the organization. The role holder is integral in the seamless running of all aspects of the Risk Framework from risk identification, assessment and monitoring via RCSAs, to development and production of regular Risk Reporting for Executive and Board Risk Committees, to delivering effective organisation-wide risk governance. Key Accountabilities; Responsible for developing the organisation’s Enterprise Risk Management Framework, ensuring it is complete, well documented, effective, and an appropriate monitoring plan is in place to measure adherence to all constituents of the framework, across the organisation Accountable for several work streams on the Enterprise Risk Embedding plan, helping the Enterprise Risk Team in fulfilling its ‘second line of defence’ responsibilities by providing effective support and challenge, across the organisation, to ensure adherence to documented policies, control standards, risk processes and procedures Accountable for leading the relationship with the supplier of the organisation’s risk system, and ensuring training on, and ongoing development and maintenance of the system is undertaken regularly to ensure its functionality is optimised to enable maximum and effective use across the organisation Responsible for providing 2nd Line support and challenge on organisational wide activities across all Enterprise Risk Categories including Operational, Capital, Market, Liquidity, Credit, Reputational, Conduct & Strategic Risk, ensuring weaknesses are reported and escalated in the appropriate manner. The role holder is not expected to be a specialist in all these areas but have reasonable understanding of the nature and sources of each of these risk types. Accountable for developing and producing regular risk reports for Executive Risk Committee and Board Risk Committee, containing relevant content to ensure management have enough information to inform effective risk decision making and that the organisation is clear on its risk exposures. Content includes, but is not limited to, top risk registers, organisation risk profiles, organisation wide control performance status, risk events, risk acceptance, incident and issues and actions management. Responsible for governing and producing regular risk monitoring MI such as KRIs, KCIs, and control dashboards to ensure stakeholders and senior management have enough visibility and awareness of areas of strength and weakness and can make informed management decisions as required against agree Risk appetites and tolerances. Responsible for oversighting activities in Finance, including Treasury and Regulatory Reporting processes Accountable for managing the Risk Champion network, ensuring champions have the training and support required to effectively fulfil their responsibilities in the first line of defence Support the Head of Enterprise Risk and Chief Finance Officer in developing the organisation’s ICAAP Responsible for supporting the delivery and embedding of a strong risk culture across the organisation, including developing and presenting training material on all constituents of the Enterprise Risk Management Framework Provide expertise and support to the Risk Consultants to enable effective delivery and oversight of RCSAs, ensuring all material risks are identified, understood, documented in the risk system and subject to regular review Provide expertise and support to the Risk Consultants to enable effective execution of a key control assurance programme with the first line of defence, with regular monitoring and oversight, to determine the effectiveness of business control design and performance, identifying areas of strength and weakness Provide expertise and support to the Risk Consultants to enable effective delivery of oversight and challenge of business continuity plans to ensure that all critical processes that support the delivery of key products and services are identified and recovered in the event of a business disruption Represent the Enterprise Risk function in relevant forums, meetings and working groups as a subject matter expert to identify, review and assess risks that may impact the business Develop and nurture relationships with key stakeholders across all levels of management across the organisation, always being an advocate for the Enterprise Risk Framework Deputise for the Head of Enterprise Risk at appropriate meetings Knowledge, Skills, Experience Required; At least 5 years’ experience of working within a financial service regulated firm, preferably within a risk, audit or compliance function Maintains up to date knowledge and understanding of both internal and external development in risk including on BASEL guidance and on developing regulatory requirements and industry best practices Experience of having a worked with the ICAAP process Confidence to constructively challenge existing processes and controls with colleagues at all levels within the business Excellent ability to build and maintain positive relationships Excellent ability to work on own initiative within their remit and empowerment Excellent interpersonal and communication skills Salary is commensurate with experience but will reflect the significance of the role.

Collections Expert

Manchester

£19,000 pa

Hours: 37.5 hours per week, Monday to Friday, between the hours of 8:30 -18:00 (no weekends!) Job Description: Vacancy Description: We are looking for a telephone negotiator (minimum 6 months experience) to join a thriving team within our Manchester office maximising the collection of overdue secured and unsecured accounts. The Role The purpose of this role is to maximise the collection of overdue debt and provide a professional and informative primary point of contact for all customers whilst maintaining the highest level of customer service. The successful candidate must have experience within a telephone based collections role. You will have a positive telephone manner and assertive negotiation skills whilst being a good communicator. Previous knowledge of a consumer or financial market would be advantageous. You must be confident dealing with clients and have good communication skills and be able to demonstrate a high level of customer service. A team player you will be looking to join a well-respected organisation in which you will find a supportive working environment and excellent routes for career progression. Main Duties & Responsibilities: To process inbound and outbound calls, contacting customers with overdue accounts to negotiate prompt payment within defined timescales To record all customer contact accurately on the collections system Treat all customers fairly, professionally and at within legislation and codes of practice Deal with general account enquiries and take routine payments from customers Update account information (address / contact details, bank details and payment method) Liaise with other departments on behalf of customers to resolve problems Record customer complaints and relevant information accurately in accordance with complaints procedure Transfer calls to other departments as required Follow established collections processes and procedures Work effectively as part of a team Maintain department standards at all times The Benefits In addition to your competitive basic salary we have an exciting benefits package including a contributory pension scheme, critical illness cover, health cash plan, death in service, discounted legal services, 25 days hols (this increases with length of service), discounted online shopping, season ticket loans, childcare vouchers. Important Information Please note that all successful applicants will be subject to a Criminal Records Bureau check, a credit check and a Fraud Prevention database check Keywords: collections, collections advisor, payment negotiator, debt negotiator, telephone negotiator, debt advisor, collections adviser,

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