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Senior Legal & Compliance Operational Governance Manager

Leeds or any North West Location

£50k - £60k depending on experience + benefits

Reporting to the Service Excellence Director, the Senior Legal & Compliance Operational Governance Manager will create better outcomes by ensuring key legal and regulatory policies, requirements and steps are, from a 1st Line of Defence (1LOD) perspective, embedded, followed and maintained across the UK Customer Management Division in order to manage our exposure to risk. Building a virtual team across key contact points throughout the UKCMD. Post holder is likely to manage some resources and to liaise closely with 1LOD representative of other functions to facilitate the compliance of our business units, ensuring clarity on tasks and requirements and driving consistency across the business. The role will be responsible for sustainably designing, developing, testing, maintaining, refreshing and communicating key legal and regulatory policies, standards and procedures across the UKCMD 1LOD including, but not limited to: Payment Card Industry Data Security Standard; Health, Safety & Environment; mandatory training, Business Continuity & Disaster Recovery, Group Internal Audit and financial crime

What you will do:

  • Oversee the development, implementation and maintenance of key legal and regulatory policies, requirements (standards) and steps (procedures) across the UKCMD from a 1LOD perspective. Ensure controls are designed in sustainable manner
  • Implement robust measurement that allows transparent understanding of key legal and regulatory policies, requirements (standards) and steps (procedures) using MI and dashboards to visualise gaps and opportunities from a 1LOD perspective
  • Work with 2nd Line Risk & Compliance and Information Security (InfoSec) functions on key legal and regulatory policies and requirements (standards) 1LOD strategies, implementation, assurance activities, to review/challenge solutions and documents, challenging testing objectives and success criteria, training and development, information dissemination
  • Engage internal stakeholders, as well as 3rd parties, to ensure the business adheres to key legal and regulatory policies, requirements (standards) and steps (procedure) from a 1LOD perspective
  • Ensure all aspects of Group and Divisional key legal and regulatory policies and requirements (standards) and steps (procedures) are implemented and imbedded from a 1LOD perspective
  • Monitor the implementation of key legal and regulatory policies and requirements (standards), complete assessments and take prompt action to remedy any 1LOD deficiencies; conduct assurance activities.
  • Provide regular updates to the UKCMD Risk Committee on key legal and regulatory policies and requirements (standards) putting forward recommendations to address any 1LOD risks and compliance gaps
  • Support the Divisional Growth Team and Partnership Directors with key legal and regulatory policies and requirements (standards) 1LOD content for retenders and organic/new business growth opportunities
  • Control the management of 1LOD activities across key legal and regulatory policies, requirements (standards) and steps (procedures) ensuring proper identification, assessment and management of risks and issues

Your experience will include:

  • Educated to degree level or equivalent
  • An understanding of compliance, real world experience of compliance in contact centres, ability to deliver against complex ask, despite resistance
  • Operating in a large-scale customer experience (contact centre) out-sourcing environment
  • Leadership credentials and experience of managing and developing teams of governance professionals
  • Experience of regulatory and legal corporate responsibilities and how to translate them for operational adherence
  • Successful track record of working with senior stakeholders (Executive and Director level) to deliver compliance and adherence to policies
  • Demonstrable experience of setting control frameworks to monitor adherence
  • Experience of creating, maintaining and delivering actions plans and risk registers
  • Experience of liaising with 2nd and 3rd lines of defence to manage activities from a risk based perspective

AboutCapita Customer Management:

At Capita Customer Management we provide first-class customer services on behalf of other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff

What's in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do. As well as a generous basic salary, we also give you 23 day's holiday (rising to 27), company matched pension scheme and access to a variety of voluntary benefit options

What we hope you will do next:

Help us find out more about you by completing our short application process - click apply now.

Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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