Job Description

A leading CX provider, unrivalled in developing and training its people to be the best they can be. This investment in people ensures longest staff retention possible enabling them to best serve client's customer service needs.

The Compliance Manager will play a crucial role in safeguarding our company's reputation and operational integrity by ensuring full compliance with internal policies, legal standards, and industry regulations.

This strategic position involves a proactive approach
to developing, implementing, and monitoring effective compliance frameworks across the organisation. The ideal candidate will be at the forefront of understanding evolving regulatory landscapes, advising on risk management strategies, and ensuring that all business activities are conducted ethically and in compliance with external and internal guidelines.

Critical to this role will be driving a culture of Operational Excellence, focussing on insights and continuous improvement with a need to be an out of the box thinker.

You will be instrumental in overseeing the Group Compliance function, working collaboratively with internal stakeholders, operational leads and our clients to ensure compliance is thoroughly embedded. You will also be responsible for ensuring that the business achieves regulatory compliance across all business functions while identifying, managing, and controlling business risks.

Key Responsibilities

• Develop and implement compliance strategies and policies.
• Be conversant in ISO Standards that include: ISO9001, ISO27001, ISO22301, ISO45001 and ISO14001, maintain all ISO Standards and accreditations and associated internal policies and procedures..
• Support and maintain positive relationships with any relevant regulatory bodies.
• Management & Testing of Business Continuity Plans and lead Gold Team.
• Evaluate the efficiency of controls of business and improve them continuously thorough internal audits.
• Revise procedures, reports etc. periodically to identify hidden risks or non-conformity issues.
• Draft, modify and implement company policies.
• FCA Compliance with all reporting and structural requirements.
• Oversee and Manage business PCI compliance.
• Ensure the Senior Management Team are always aware of the key risks, that there is timely progress in mitigating those risks to within risk appetite, and embed a risk aware culture.
• Lead the development of the quality improvement and performance strategy ensuring we have robust governance arrangements in place and client insights
• Create and support the overall vision, strategy and execution plan for compliance and continuous improvement
• Focus quality initiatives on a proactive upstream insight rather than reactive fixes.
• Identifying opportunities for strategic improvement via engagement with colleagues across the business
• Communicate performance and progress to our leadership team
• Ensuring consistency and alignment to a standard way of working
• Influence and inspire the business at all levels to create motivated and engaged, quality-focused operational delivery
• Applying evolving best practises, develop continuous improvement plans and make appropriate and cost-effective recommendations to improve operational delivery and client relationships
• Deliver cost efficiencies and increase in Customer Satisfaction Scores
• Experience with External Retionships such as-
  • Clients.
  • Regulators and Certification bodies
  • Insurers
  • Suppliers
  • External Auditors
  • FCA
• Develop strong internal relationships- Exec Team, Operations and support teams

Key Requirements

Professional Experience:

• Experience in a Contact Centre, compliance or risk management role.
• Knowledge and understanding of the ISO Standards and audit procedures
• Experience of risk management / frameworks
• Excellent verbal and written communication skills
• Strong relationship building skills
• Ability to work in a fast-paced changing environment
• High level of attention to detail and commitment to accuracy and service excellence
• Commercially focused with an understanding of how compliance impacts the success of the wider business
• Have the ability to produce both detailed reports for operational consumption and also appropriately summarised Exec level and client reports
• Must be able to maintain a strong working knowledge of the wider Contact Centre operation, including operation relationships with clients to be able to continually add value to the wider business
• Excellent working knowledge of data protection legislation, how it impacts the business and data subjects, including enforcement, liabilities and sanctions and the role of data controllers/processes

Education & Qualifications:

• Good written, numeracy, verbal and presentation skills
• Proficient in MS Office applications and PC/Keyboard skills
• Strong understanding of Data Protection including GDPR and POPIA Acts
• Ideally ISO certifications experience

Soft Skills:

• Ability to decide when interventions are required
• Objective setting to achieve delivery of Kura contractual and internal KPIs
• Analysis of reports and decision making in relation to risk management issues
• Evaluation and Management of overall business risk.