Key Responsibilities:-- Serve as a point of contact for both internal/external stakeholders on issues of compliance;- Conduct internal investigations of compliance issues;- Perform annual risk assessment on key areas, maintaining documentation of compliance activities and be involved with the development of the compliance plan;- Reporting;- Monitoring and considering the impact of regulatory and legislative changes to identify gaps;- Develop an effective compliance training program- As well as working closely with company wide governance and compliance groups to drive assurance within the company.

Responsible for providing feedback, training and coaching within in the team on all aspects of the QA function. As well as regular, timely and accurate production of performance reporting.As QA Team Lead for Continental Europe I was involved in implementing and supporting the delivery of a strategic QA framework throughout Europe, which involved travel within the UK and EU. In terms of the Continental Europe QA Team based in the UK I managed team performance and progress; as well as assisting in the co-ordination and motivation of the team members. I was also involved in the attending and leading team meetings; conducting 1-2-1 appraisals and the recruitment and interviewing of new recruits.A key role as both Senior QA Assessor (UK & Ireland), and Continental Europe Team Lead, was to foster and maintain strong relationships with other relevant departments, as well as external stakeholders, to ensure the best possible customer experience. Other responsibilities include collating and disseminating weekly/monthly MI reports on all facets of the QA function; conducting monthly review meetings with external stakeholders, as well as observations on QA Monitors within the Team and assisting them in the daily duties.During my time at Chubb I also undertook and successfully obtained the Professional Certificate of Insurance (APA) accreditation from the Insurance Institute of Ireland.

This role required a comprehensive understanding of the regulatory requirements involved in the complaint handling process across a variety of insurance products. Whilst offering operational support to management and managing a challenging workload. This required exceptional communication skills and an ability to liaise with upper management. Responsible for reviewing complaint cases and telephone calls, and providing feedback as well as coaching on breaches in process. Utilising my experience and mature judgement to resolve complaints and improve efficiency.

RBS Insurance (Contractor)Responsible for leading and developing a high performance team of contractors. Producing weekly statistics for the team including quality, performance, adherence, teamwork, attitude. Develop and maintain KPI's for the team, as well as implementing and managing an effective and consistent complaints process.

Researching and developing teaching materials, including on-line resources for the delivery of Criminal Law module. Supervising, assessing and marking students work, while maintaining accurate records.