David Frith Email & Phone Number

Sheffield, Gb

Leeds, England, United Kingdom

Leeds, England, United Kingdom

Regular deputy for the Director of Compliance, representing him across the business and being a focal point for the escalation of issues and activities in his absence. My strengths as an SME in a wide range of areas, alongside the ability to build strong relationships have been key in this respect. As DMLRO, I am accountable for the production, and presentation, of the Annual MLRO report and the Financial Crime Policy.Accountable for the strategic direction for compliance advisory activity and the delivery of wide-ranging Regulatory advice, guidance, and support across all areas of YBS, including support to Transformation programme activity, Commercial Lending, ESG, etc. Alongside directly managing five colleague providing advisory support to all key business areas across the organisation, I use matrix management to indirectly lead several other colleagues who support this activity. Successfully increased both performance and net promoter score across compliance by instilling greater levels of responsibility and accountability and sharing information, experiences and knowledge.Responsible for ensuring strong regulatory relationships are maintained, through the provision of accurate reporting, high quality updates, and successful regulatory visits. I have also held face-to-face meetings with the supervisory team to share updates on key matters impacting the organisation. This has allowed me to gain deeper insight into the different regulatory requirements and resulted in the building of a strong open relationship that is beneficial to both the regulators and the organisation.Represent compliance at risk and governance forums and strategic business projects, providing high-quality support, guidance, and where appropriate challenge to colleagues across all lines of defence. Presenting regularly to Executive Committee and Board on matters such as breaches, regulatory interactions, policy updates, and the view of compliance on key strategic projects.

Leeds, United Kingdom

Responsible for the management and development of a team of 7 Policy & Advice associates who provide advice and guidance to the business on regulatory compliance matters and have a track record of developing these colleagues within their roles. However, I regularly deputise for the Regulatory Policy & Advice Group Lead at Risk Committees and Steering Groups across the business and am leading the advisory function over an extended period in his absence (18 colleagues) whilst he provides cover for another area of the business. Taken a significant role in the development of the operational procedures for the Compliance Policy & Advice Team. Seen as an SME by stakeholders across the business in a number of areas including Mortgages, Complaints, SMCR, Vulnerable Customers, Material Outsourcing and Conduct Risk. I have supported the business in a number of significant improvement initiatives and remediation activities. I have also provided compliance support to strategic initiatives such as Mergers & Acquisitions and new partnerships.

Sheffield, United Kingdom

Directorship of my own company in order to undertake my role as a freelance regulatory compliance consultant.

York, United Kingdom

Employed as Senior Internal Risk and Audit Consultant for a large Estate Agency Network who also have a large network of Appointed Representatives. Responsible for the delivery of the fieldwork elements of the audit engagements. Communication of issues and solutions to Senior Stakeholders to ensure robust and timely action plans to mitigate risk are implemented by presenting findings with clarity and communicating appropriately depending on the audience. Producing compelling reports that drive real improvement within the business function being audited. Identifying risks and issues and proposing effective solutions to mitigate/remedy the risks. Provision of Subject Matter Expertise on areas of Financial Services Regulation. Provision of Regulatory Horizon Scanning.

Manchester, United Kingdom

Employed as Conduct Risk & Outcomes Testing SME on a project to develop a customer outcomes testing framework within Co-Op Banking Group. Responsible for the development of the framework and making amendments to the existing Conduct Risk Policy and Control Standard. Played a key role in the implementation of a working group aimed at sharing experiences and ideas and driving th project forward. Providing SME guidance and support to working group members to ensure existing assessment templates were remodeled. Presented pragmatic options and solutions through communication with colleagues at all levels. Providing SME guidance and support into the existing forbearance teams who were undertaking customer outcomes testing.

Leeds, United Kingdom

Employed as Compliance SME on a project in response to the changes in regulation aimed at strengthening accountability in banking. Solely responsible for the regulatory content of all learning material being delivered to affected colleagues within YBSG. This includes Chief Officers, members of the Senior Leadership Team, Non-Executive Directors and Front line Colleagues. Responsible for reviewing all existing policies and procedures to assess whether amendments are required and liaising with policy owners to ensure these are made. Presented pragmatic options and solutions through communication with colleagues at all levels. Supported other team members to ensure appropriate processes are developed ready for implementation to ensure regulatory requirements are met. Liaising with key business areas to ensure breaches can be identified, assessed and reported. Providing SME guidance and support into other key areas of the project such as the production of the responsibilities map.

Manchester, United Kingdom

Responsible for providing pragmatic advice on regulatory compliance to all areas of the business, including areas such as Financial Promotions, sales compliance, Quality Assurance, supplier management, etc. Reviewed and challenged first line risk activity to ensure risks were being appropriately identified, rated and managed. Responsible for undertaking Regulatory Horizon scanning and liaising with impacted business areas to undertake gap analysis activity to determine whether there was any exposure. Assisted in the ongoing development of colleagues in the compliance monitoring function by sharing experience and knowledge and challenging testing approaches and findings from reviews to ensure these were robust and to help determine the actions that should be taken to address them. Took a lead role in developing key documentation used by the function such as compliance procedures. Supported first line risk teams in the identification of risks and issues and proposing effective solutions to mitigate/remedy the risks. Responsible for effective communication of issues and solutions to Senior Stakeholders through face to face engagement and by contributing to key risk packs discussed at Board Level. Responsible for the provision of regulatory advice to large and small change projects. Assigned as Compliance SME to a strategic change project

Solely responsible for the delivery of monitoring reviews assigned to me from scoping to final report and through to action tracking. All of which have been delivered ahead of schedule. Assisted in the design of the Methodology and tools now in place and have applied these consistently to engagements. Presented findings with clarity and communicating appropriately depending on the audience. Producing compelling pragmatic reports that drive real improvement within the business function being reviewed. These have been warmly received by the business. Effectively identify, evaluate and test the business controls currently in place and make sound recommendations for improvement where appropriate. Responsible for the identification of risks and issues and proposing effective solutions to mitigate/remedy the risks. Responsible for effective communication of issues and solutions to Senior Stakeholders to ensure robust and timely action plans to mitigate risk are implemented. Took responsibility for the training and mentoring of new permanent employees

Instigated and delivered a review of the procedures in place within the Post Sale Monitoring customer contact team to ensure they were robust and fit for purpose through the identification of unfair customer outcomes. Presented findings with clarity ensuring that key areas for improvement were identified. Took responsibility for the improvement and formalisation of the procedures in place, improving the feedback process to the network and introducing a record retention policy. Took responsibility for improving the assessment template and question bank used by the colleagues when undertaking outbound post-sale customer contacts. Designed and implemented a T&C scheme ensuring all colleagues had a T&C file and received regular feedback and development. Formalised and improved the QA procedures in place, introducing and chairing consistency workshops to ensure consistency across the 3 colleagues undertaking desk based quality assessments at locations around the country. Oversight and challenge of the QA assessments and action plans to ensure complete, accurate, timely resolution, and that any material issues were escalated appropriately. Introduced case clinics to ensure assessment of customer contacts was consistent and fair. Improved the MI to ensure that Root Cause Analysis could be provided to the Branch Network on common areas of failure to drive real improvement and development of front line colleagues. Contributed to the development of assessment templates and procedures used across other area of the Regulatory Risk Monitoring function such as Mortgages, Bank Accounts and Investment and Protection Products. Took a lead role in developing colleagues within the outbound calling team to ensure that assessments carried out were fair and in line with agreed procedures.

Halifax, United Kingdom

Supporting and responsible for the delivery of the fieldwork elements of engagements, through leadership of the engagement or as part of a large team, Subject Matter Expert or as a sole/lead Auditor. Undertook development of colleagues assigned to my reviews using the matrix management method. Led a number of high profile Relationship Management Reviews particularly in relation to Complaint Handling and regulated sales such as Investment and Protection, Insurance and high net worth customers . This included reviews of new protection products brought to market, the risk identification engines, the policy and procedures for large and complex remediation projects such as Wealth, Bancassurance and PPI sales in addition to leading a focussed review of cases reviewed by the FCA commenting on the findings from both the business and FCA. Considered by Senior Leadership Team to be an SME in Conduct Risk, particularly in Bancassurance, Complaint Handling, PPI, Wealth & International and General Insurance. Played a key role in the design and roll out of Conduct Risk training to Internal Audit, increasing the knowledge and capability of the function and is now included in the new starter induction. Effectively communicated issues and solutions to Senior Stakeholders to ensure robust and timely action plans to mitigate risk are implemented by presenting findings with clarity and communicating appropriately. Producing compelling reports that drive real improvement within the business function being audited. Identifying risks and issues and proposing effective solutions to mitigate/remedy the risks. Ensuring all personal and team objectives are delivered on time. Ensured the Audit Team effectively tested controls and made sound recommendations for improvement by encouraging the use of calibration sessions on all my reviews. This enabled all the team to contribute and helped drive the identification of key issues and/or areas for further testing.

Leeds, United Kingdom

Played a key role in shaping the risk based programme providing assurance and oversight of the management of financial crime risks within Customers, Brands, Digital and Telephone Banking functions. Ensured current issues and emerging financial crime risks were clearly defined and reflected in the strategy. Played a significant role in the financial crime education and awareness programme for colleagues working within the Telephone & Digital Banking functions. Supported the Financial Crime Assurance Manager and ultimately the Risk Director representing Financial Crime on significant working parties, Steering Groups and Governance Forums. Provided oversight, challenge and support on policy reviews, threat assessments and control assessments. Provided consultation on fraud related activity, assisting in promoting best practice in Financial Crime Prevention. Contributed to banking risk publications highlighting issues and possible strategic options. Identified significant fraud control improvements and drove changes to processes, resulting in improved customer experience and multi-million pound fraud savings. Successfully worked with the teams in Digital and Telephone Banking to improve colleague awareness resulting in an improved service for customers. This was achieved through bespoke training aimed at closing recent trends in fraud methods identified thorough Management Information. Successfully improved the relationship between the Front Line Business Operation and the Back Office Processing Units to successfully drive improvements quickly and efficiently. Successfully managed the relationship between the Service Improvement Teams and the Back Office Units to ensure all Service Improvements were delivered without compromising the Financial Crime Controls in place.

Leeds, United Kingdom

Successfully raised the profile of the HBOS Credit Card Servicing Risk Team so that it was seen as a key contributor and welcome adviser through pragmatic assessment and regular engagement with both leadership and front line colleagues. Promoted a strong, but approachable Compliance culture. Pragmatically negotiated change to accommodate both the business and compliance requirements. Developed a risk based monitoring programme of site and controls reviews to ensure all aspects of operational risk were adhered to. Responsible for undertaking Control Self Assessments for the Credit Card Servicing function. Responsible for contributing to the Statutory, new starter induction and work based training for all colleagues within Credit Card Servicing. This included delivering sessions on induction courses. Provided SME support to the programme of ongoing change within Telephone Banking to ensure that all process and procedural changes in plan or being implemented delivered real change for the customer without introducing risk to the business. Managed and developed a small team of non-risk professionals into an effective function that delivered real benefit to the business. A challenging, development focussed manager who empowered his staff to achieve results. Implemented and developed the role of site based Risk Champions. This enabled the Risk Team to have a presence across a wide geographical area, providing a welcome development opportunity for colleagues interested in a role within risk. Contributed to these colleagues appraisals through regular feedback to their Team Manager. Led the Credit Cards Risk Team through a significant period of change for the business during the merger with Lloyds TSB. Worked with Risk Managers in other areas of Telephony to implement a seamless approach for customers being transferred to other areas of the telephony operation. This ensured that the risk of this was managed without affecting the customer experience.

Halifax, United Kingdom

Took a lead role in the implementation and development of complaint handling policy and procedures within the Customer Relations function, including those for dealing with different types of complex complaints. Took a lead role in the implementation of the Quality Assurance Team within HBOS Customer Relations. This involved the development of a recruitment procedure, operating model, quality assessment policy and procedures. A key player in the recruitment and development of Quality Assessors and the evolution of the team over a number of years of continuous change. Responsible for leading teams of Quality Assessors reviewing the quality of complaint handling on large complex remediation exercises. Established a programme of Quality Assurance Consultancy meetings to share results and analysis with key stakeholders. These were also used as a vehicle to share best practice and were seen as a real driver of improvements in complaint handling. Ownership of authoring and maintaining the departmental procedures and assessment templates. Seen as a complaint handling SME particularly in the Regulated Complaints (Investment, Protection and Mortgages) space. Provided SME support to a number of key initiatives to improve complaint handling. Responsible for the development and implementation of an MI and reporting pack to identify root cause of poor complaint handling and drive real improvements to key policies and procedures and to aid colleague development. Took a lead in writing and developing Customer Relations T&C Scheme used within HBOS Customer Relations.

Halifax, United Kingdom

Responsible for the management and development of a team of Cutomer Rekatuiins colleagues investigating customer compliants about the sale of investment products. This included oversight and Training & Competnce activity, Took a significant role in the re-designof the operational procedures for the Customer Relations Teams undertaking these activities follwing a review by external auditors.

Halifax, United Kingdom

Responsible for the successful and fair resolution of customer complaints in relation to investment products. During this time I was also involved in the training and coaching of all new to role colleagues and the implementation of new teams across the country.

Sheffield, United Kingdom

Worked in the administration unit in Sheffield and was seen as an SME in mortgages.

Master Of Science - Ms, Strategic Leadership, Distinction

Bsc, Management With Compliance, 2:1