Lucy Denton Email & Phone Number

• Ownership and implementation of the risk governance and control frameworks, and risk strategy, for UK entities.• Collaboration with the wider business ensuring that any risk exposure is quantified using Travelex risk methodology and systems (RMF). • Development of the risk-based annual assurance plan including 2nd line controls and testing across compliance, risk, fraud and financial crime.• Accountable for completion of risk and control assessments of the UK business including… Show more • Ownership and implementation of the risk governance and control frameworks, and risk strategy, for UK entities.• Collaboration with the wider business ensuring that any risk exposure is quantified using Travelex risk methodology and systems (RMF). • Development of the risk-based annual assurance plan including 2nd line controls and testing across compliance, risk, fraud and financial crime.• Accountable for completion of risk and control assessments of the UK business including the delivery of the annual risk assurance plan and maintenance of the UK risk registers, testing the operational effectiveness and key controls. • Facilitation of the UK Risk Committee and attendance and reporting at UK Legal Entity Boards.• Drafting and implementation of UK risk policies. • Stakeholder management of internal and external partners, regulators and auditors.• Detailed and updated working knowledge of the FCA & HMRC regulations, principles and requirements and ensure this is embedded into the risk management framework. • Provision of pro-active support and guidance to the business to enhance the design of key business controls to efficiently manage the risk exposures identified.• Development of a business-wide crystallised risk capture programme, and associated reporting. Show less

Milton Keynes, United Kingdom

• Accountable for risk management and regulatory compliance operations, the integration of risk and compliance concepts into strategic planning, risk identification and mitigation activities in a digital-solutions focused, transformational business.• Articulate a coherent risk appetite, strategy and infrastructure, and continuously develop and embed an integrated enterprise-wide risk management framework. Challenge approaches which exceed risk appetite tolerances. Monitor progress via… Show more • Accountable for risk management and regulatory compliance operations, the integration of risk and compliance concepts into strategic planning, risk identification and mitigation activities in a digital-solutions focused, transformational business.• Articulate a coherent risk appetite, strategy and infrastructure, and continuously develop and embed an integrated enterprise-wide risk management framework. Challenge approaches which exceed risk appetite tolerances. Monitor progress via delivery of a regulatory and business assurance monitoring plan.• Embed a positive conduct culture of confident and informed risk-taking through communication and promotion of the risk framework. • Develop the strategic direction of risk with an awareness of upcoming regulatory and industry change, covering risk, controls, FCA regulation, data privacy governance and financial crime. • Establish and maintain corporate governance systems and committee structures and review and confirm internal processes. Develop, manage and refine qualitative and quantitative risk reporting.• Management and oversight of the risk, controls and compliance function to pro-actively identify, document and assess operational and conduct risks; monitor and test conformity via testing and management information.• Development and leadership of an agile and high-performing team. Show less

Milton Keynes, United Kingdom

• Identification and management of operational and regulatory risk, financial crime mitigation and implementation of General Data Protection Regulation. • Lead and develop the Business Compliance and Controls teams.• Continuously develop, enhance and embed a robust risk framework to deliver effective risk management to the business and educate colleagues on risk topics, therefore ensuring that processes are fit for purpose.• Devise and implement an enterprise-wide system for… Show more • Identification and management of operational and regulatory risk, financial crime mitigation and implementation of General Data Protection Regulation. • Lead and develop the Business Compliance and Controls teams.• Continuously develop, enhance and embed a robust risk framework to deliver effective risk management to the business and educate colleagues on risk topics, therefore ensuring that processes are fit for purpose.• Devise and implement an enterprise-wide system for capturing both potential and crystallised risks.• Oversee management of the internal controls system and risk management programmes. Show less

• Effectively embed a culture of risk management via development and monitoring of risk policies, methodology and supporting tools, to increase business resilience and provide an early warning system for risk identification.• Develop management information on risk practices, industry developments and horizon-scanning. • Ensure risks are identified and clearly defined and develop the KRIs that evidence the risk appetite is not being breached. Support the business with Risk and Control… Show more • Effectively embed a culture of risk management via development and monitoring of risk policies, methodology and supporting tools, to increase business resilience and provide an early warning system for risk identification.• Develop management information on risk practices, industry developments and horizon-scanning. • Ensure risks are identified and clearly defined and develop the KRIs that evidence the risk appetite is not being breached. Support the business with Risk and Control Self-Assessment, analysing risks and identifying, describing and estimating the risks impacting the delivery of the MBFS business strategy. Show less

Aldermore is a private equity backed lending institution established in 2009 to focus on providing a number of funding options to both SME’s and personal customers. Specialisms include asset finance, invoice finance, commercial mortgages, residential mortgages and a range of savings products. • Responsibility for the Bank’s business continuity planning, policy and ongoing management.• First line operational risk oversight, including conduct risk reporting, breach and risk event… Show more Aldermore is a private equity backed lending institution established in 2009 to focus on providing a number of funding options to both SME’s and personal customers. Specialisms include asset finance, invoice finance, commercial mortgages, residential mortgages and a range of savings products. • Responsibility for the Bank’s business continuity planning, policy and ongoing management.• First line operational risk oversight, including conduct risk reporting, breach and risk event capture, management and root cause analysis.• Implementation of key operational risk tools and provision of risk and controls guidance to the operational business across personal and commercial mortgages, loans and asset finance. • Chairing the Emergency Response Committee and Complaints Management Committee. Show less

• Driving the customer service and collections strategy ensuring the business is able to deliver and sustain significant levels of new business growth • Implementing and maintaining robust processes in line with Credit and Risk Policies to mitigate any potential losses within the mortgages division • Managing the problem loan cycle and acting as the main point of contact for the risk oversight function on day to day issues • Managing daily performance and the ongoing development of… Show more • Driving the customer service and collections strategy ensuring the business is able to deliver and sustain significant levels of new business growth • Implementing and maintaining robust processes in line with Credit and Risk Policies to mitigate any potential losses within the mortgages division • Managing the problem loan cycle and acting as the main point of contact for the risk oversight function on day to day issues • Managing daily performance and the ongoing development of both the customer service and collections teams to ensure a performance driven culture that is customer focused with a significant level of expertise • Driving a technology based culture to deliver efficiency, to maximize market positioning, while improving quality and flexibility of customer service • Ensuring all external regulatory and compliance requirements are adhered to across the team, as well as meeting internal business assurance requirements • Develop and successfully implement required change programmes Show less

Huntingdon

Geodesys, part of Anglian Water, is the leading provider of land and property information in the east of England supplying fast, accurate and reliable search services throughout England and Wales.Key aspects of role:• Provide strategic direction as part of the senior management team, including responsibility for establishing and delivering the CS strategy and governance framework.• Develop and manage operating and capital costs to deliver effective services within agreed… Show more Geodesys, part of Anglian Water, is the leading provider of land and property information in the east of England supplying fast, accurate and reliable search services throughout England and Wales.Key aspects of role:• Provide strategic direction as part of the senior management team, including responsibility for establishing and delivering the CS strategy and governance framework.• Develop and manage operating and capital costs to deliver effective services within agreed budgets as part of business plans. Manage outperformance of business plan financial and non-financial measures.• Own, manage & deliver a high quality customer experience, maximising opportunities and driving efficiencies. • Responsibility for delivery of service level agreements and contractual / regulatory requirements. Maintain up to date industry knowledge and reviewing competitor intelligence to identify best practice.• Leadership and guidance to direct reports, assessing development needs and promoting positive change. Provide tools to enable direct reports to manage and motivate their teams to provide exceptional customer service. • Ensure appropriate business continuity and risk management plans are in place, taking into account maintenance of ‘business as usual’ in event of a critical incident or emergency.• Ownership of customer feedback processes and customer contact schedule, maintaining change requirements to deliver on-going improvements. Analysis and action-planning in response to customer survey outcomes.• Management of client, supplier and partner relationships. Show less

• Design and implementation of a complaints governance and reporting framework to meet regulatory requirements and internal SLAs. Development of a complaints policy and process, focusing on management of resource, quality standards, process efficiencies and analysis of management information to identify trends and root cause.• A practical understanding of relevant legislative and regulatory requirements, including FSA, FOS, Lending Standards and European legislation.• RMAR and FSA… Show more • Design and implementation of a complaints governance and reporting framework to meet regulatory requirements and internal SLAs. Development of a complaints policy and process, focusing on management of resource, quality standards, process efficiencies and analysis of management information to identify trends and root cause.• A practical understanding of relevant legislative and regulatory requirements, including FSA, FOS, Lending Standards and European legislation.• RMAR and FSA Complaints Return reporting, including data collation, checking and submission.• Management of the customer relations team to ensure achievement of individual and team objectives in conjunction with service level agreements and quality standards.• Interrogation of root cause analysis to provide quality assurance and promote positive change throughout all business areas.• Development and implementation of a robust TCF framework to evidence regulatory compliance. Preparation and delivery of ARROW TCF data and management of the Society’s TCF Risk Mitigation Programme following ARROW.• Provision of regular reporting to the Board in relation to TCF and complaints root cause analysis – highlighting key business risks, mitigating actions, positive consumer outcomes and programme change.• Responsibility for ex-gratia budget of approximately £350,000 per annum. Show less

• Interpretation of regulatory and legislative rules in line with commercial requirements of the business, and dissemination of relevant information as appropriate, including Financial Services Authority, Data Protection Act, Office of Fair Trading, Advertising Standard Agency and Consumer Credit Directive. • Leadership and guidance in meetings and projects, to identify and mitigate potential risks, promote an embedded compliance culture across the Group and help find solutions which meet… Show more • Interpretation of regulatory and legislative rules in line with commercial requirements of the business, and dissemination of relevant information as appropriate, including Financial Services Authority, Data Protection Act, Office of Fair Trading, Advertising Standard Agency and Consumer Credit Directive. • Leadership and guidance in meetings and projects, to identify and mitigate potential risks, promote an embedded compliance culture across the Group and help find solutions which meet regulatory responsibilities while remaining competitive and minimising additional expenditure.• Involvement at each stage of the contract negotiation process, from meeting prospective business partners to giving guidance and advice on contract terms and adherence to clauses, ongoing monitoring of contract fulfilment and management and co-ordination of partner audits.• Planning and project management of compliance monitoring reviews of business systems, controls and procedures; making recommendations for compliance and commercial improvement and robust business processes; ensuring consistency in the provision of the terms of agreed contracts. • Promotion of embedded compliance by creation and delivery of training courses as part of the Group induction programme, as well as tailored training for specific departments and functions.• Identifying future legislative and regulatory changes, upcoming risks and issues impacting the Group, and steering the implementation of associated strategic changes.• Compliance approval and regulatory and other legislative feedback on contracts, financial promotions, marketing literature, business requirements documents and supporting material. Show less

Management of Group complaint handling functions in line with KPIs, FSA regulations and partner-agreements.Day-to-day line management and development of both Customer Relations and Service Investigation teams, based in Peterborough and Coventry, including quality monitoring of department and contact centre output and implementation of benchmarking and performance management scoring processes.