James Dickinson Email and Phone Number

Led the UK Finance risk team, reporting into the central US Finance risk management function.

Reporting into the Head of Finance Risk. Lead responsibility for championing risk management across Finance and ensuring teams have robust risk management practices in place.Key Responsibilities• Setting the agenda for the monthly risk governance meeting with the UK CFO and senior leadership team. Driving the discussion to ensure effective strategic decisions are made• Risk lead for all Finance projects and change. This requires local and international relationship building / influencing to ensure impacts and risks are adequately managed• Developing and implementing innovative risk processes to ensure teams are aware of their current risk profile and compliant with internal risk policies and requirements• Maintaining awareness and understanding of business and regulatory change to understand emerging risks and how these impact Finance and the wider business• Coach and mentor a small team of risk stewards on risk management activitiesKey Achievements• Developed and implemented an interactive training session on FCA Conduct Rules in March 2021. Received special recognition from the UK CFO in department wide meeting• Proactively proposed and implemented a new process for risk assessment across the Finance department. Met the UK CFO’s requirement for greater focus on emerging risks• Successfully drove the risk agenda and championed the importance of risk management across Finance, despite significant disruption to department resources in 2020 and 2021

Supervisor role in the Operations Quality Assurance team. Responsible for workload planning of more than 15 testers as well as all aspects of change management and internal control testingKey Responsibilities• Lead monthly meetings to feedback testing results to the senior leadership team, providing tangible trend analysis and actions to avoid repeat issues or events• Responsible for assessment of all quality assurance error appeals. Devised and implemented a more efficient approach in Q1 2018•.Liaised with process managers to ensure appropriate work and volumes assessed• Loaded monthly results into the risk management system and assigned issues to process owners. Ensured these were managed appropriately and remediated on time• Supported with ad-hoc people management (e.g. interviews, performance reviews)

Responsible for identifying systemic customer journey failures and performing deep dive analysis to understand root cause. Provided recommendations on process improvementsKey Responsibilities• Identified gaps in business processes and areas of material non-compliance• Lead meetings with the senior leadership team and process owners to share results of analysis and recommendations for improvements

Responsible for quality and compliance testing across Customer and Fraud OperationsKey Responsibilities• Performed a monthly sample to ensure adherence to regulations and internal processes. Provided targeted feedback directly to agents on errors and ways to improve• Effectively organised work to ensure monthly sample completed on time• Lead monthly meetings with the senior leadership team to review testing results• Responsible for compiling and socialising results with department managers• Managed offshore vendors to ensure that they completed quality testing appropriately• Delivered regular quality assurance training to UK and offshore agents

Responded to complaints regarding the mis-selling of PPIKey Responsibilities• Performed detailed investigations to determined whether PPI was mis-sold and responded directly to customers or their representatives• Consistently met specified productivity and quality targets