About This Role

• Develop and maintain strong working relationships with key stakeholders, including clients, the business and governance functions, to ensure all internal and external client requirements are met
• Support consistency in approach and delivery to Diligenta Governance frameworks, policies and principles across all client accounts to demonstrate best practice and alignment to relevant utility models
• Escalation of identified breaches in regulation and procedure to Compliance and maintain regular awareness to ensure appropriate action is taken
• Support training, as and when required, of Champions, Specialists, key stakeholders, or the business, by arranging relevant training sessions and ensuring a trainer is available to deliver the training
• Moderate at a selection of training sessions during the year to ensure consistency in approach and key messages are being delivered appropriately. Feed back any relevant changes in a formal manner in writing
• Support effective root cause analysis within Line 1 Risk which drives change and demonstrates an effective control environment
• Provide day to day support to the business, as and when required, and be a point of contact for nominated accounts. Chair regular meetings with VC Champions to identify any areas where further support is required or to share best practice pan account
• Support the Line 1 Risk Team to ensure all relevant Governance framework activities are delivered to within agreed timescales
• Produce Monthly MI reflecting adherence to framework for each account and actions being taken to address any gaps and monitor to completion
• Work with the Business across all accounts to identify weaknesses in the Governance frameworks, present solutions both verbally and in written reports and work to embed and improve delivery to frameworks

• Has a good knowledge of Customer Vulnerability
• Ability to analyse and interpret data
• Has a good knowledge of operating systems and is able to learn new systems
• A general understanding of customer services procedures and products
• A fundamental understanding of the business split across business sites, including offshore
• Strong relationship management skills

Hiring Manager: Alan Meikle Email: Alan.Meikle@diligenta.co.uk

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