About This Role

• Undertake effective analysis of Line 1 Risk & Governance data to support the business in achieving compliance with the Diligenta Risk & Governance Frameworks. This will be demonstrated through presentation of findings.
• Analyse information presented logically to include sound assumptions, arguments, deductions, and decisions based on the insight gained, to assist both Line 1 Risk and operational line areas to achieve compliance. This will include working on Vulnerable Customers, Training & Competency, SMCR and all other Operational frameworks.
• Support the T&C Consultant and Line 1 Risk Operational Governance Manager in maintaining all T&C/SMCR records, administration of the annual Fit & Proper process and provide MI to support.
• 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 models, supported by meaningful outputs and MI.
• Train extended Offshore team, as and when required, by arranging relevant training sessions and in some instances, training will be provided by this role across Operations, to ensure consistency in approach and key messages are delivered appropriately. Feed-back any relevant changes in a formal manner in writing.
• Prepare monthly reports to reflect the current position, to include recommended activities, and evidence of completion of set tasks. This will require organisational skills to ensure all set targets are achieved within set timelines and are appropriately followed up.
• Support all other Governance activities, including T&C, SMCR and Operational Frameworks to create
• awareness in the business, escalation of breaches, and contributing to monthly MI
• Provide day-to-day support to the business, as and when required, and be a point of contact in terms of data capture, analysis, explanation and support and ensure that this is achieved through the building and maintaining of good working relationships, ensuring that challenges are appropriately dealt with or escalated to T&C consultant where required
• Support the Line 1 Risk Team to ensure all relevant Governance framework activities are delivered within agreed timescales
• Work with Line 1 Risk colleagues on developing and implementing internal initiatives based on analysis and findings and ensure that any challenges / risk are escalated to the Governance Manager appropriately
• Support Projects requiring expertise relating to frameworks
• Support New Business related projects where TUPE arrangements agreed to ensure colleagues enrolled in T&C/SMCR where relevant

• Has a good knowledge of Customer Vulnerability, T&C, SMCR and RCA
• Has a good knowledge of operating systems and is able to learn new systems
• A general understanding of customer services procedures and products.
• Analysing unstructured data and MI
• Excellent organisation, planning and time management skills
• Attention to detail
• Ability to develop positive working relationships with key stakeholders
  Management of own workload in order to prioritise effectively to ensure deadlines are achieved.
• Proven ability in using MS Office Suite functionality to support data collection & analysis
• Able to use Excel to create basic pivot table analysis
• Proven ability to provide internal training

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

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