A senior governance insight role reporting directly in to the Customer Care Director partnered closely with the Customer Care Operations across the UK, South Africa & India.Key responsibilities include:Leading the Root Cause Analysis team to deliver;• RCA Recommendations to key policy holders within the group based on analysis of Retail and Financial Services complaints, considering as a minimum: intake trends, upheld complaint drivers, change initiatives, areas of regulatory focus and ad-hoc requests from the business• Governance Monitoring and Insight, centralising first line KRI's, complaints monitoring and customer outcome measures (taking the FCA Consumer Duty into consideration) to allow real-time review of any key risk areas. All outputs are then shared with the relevant stakeholders to escalate via the SDFC Corporate Governance Framework• Currently designing an end-to-end customer outcome testing model, to test all aspects of our customer's journey to ensure fair outcomes are being reached across all points of their interaction with usGovernance Partnering role includes;• Maintenance of 1st Line Governance Framework; responsible for delivering first line governance partnering and arrangements across Customer Care; providing governance support and advice for function SMF and Certified role holders• Document and manage the Governance framework across the allocated function ensuring all first line escalation routes in to required tiered committees is clearly defined and operating effectively.• Support the bi-annual submission of the Risk & Control Self Assessments for all areas of Customer Care & the WebHelp Partnership• Responsible for ensuring appropriate first, second and third line involvement in functional programmes, projects and other change activity• Responsible for the maintenance of Business Standards owned by the relevant SMF• Provide secretarial support for functional Control, Assurance and Risk Management (CARM) meetings

A senior governance partnership role in the newly centralised FS First Line Governance Team working closely with the Customer Care and PPI Operations across England, Scotland, South Africa & India.Key responsibilities include:• Maintenance of 1st Line Governance Framework; responsible for delivering first line governance partnering and arrangements across Customer Care and PPI Operations; providing governance support and advice for function SMF and Certified role holders• Build relationships with ExCo members and SMF role holders to enable effective first line governance partnering across the function.• Be accountable for considering and challenging risk appetite proposals within the boundaries of Risk management Policies.• Document and manage the Governance framework across the allocated function ensuring all first line escalation routes in to required tiered committees is clearly defined and operating effectively.• Responsible for providing Business Healthcheck Control Reports based on controls owners’ assessment of control• Accountable for building collaborative engagement with Second-Line Business Risk Partners.• Responsible for ensuring appropriate first, second and third line involvement in functional programmes, projects and other change activity• Accountable for providing first line assurance and oversight necessary to support the relevant SMF in the delivery of their own accountabilities• Responsible for ensuring that functional Control Frameworks operate effectively.• Responsible for the maintenance of Business Standards owned by the relevant SMF• Responsible for liaison with Internal Audit and co-ordination of responses to IA reports and recommendations.• Responsible for reporting first line KPI performance.• Provide secretarial support for functional Control, Assurance and Risk Management (CARM) meetings• Lead the activity of colleagues allocated from the Issue and Control resource pool.

Accountable for Customer Care's global operational governance, across UK, SA and India operations, ensuring that:- All operational governance activity is undertaken at first line, and that it is demonstrably effective at providing good customer outcomes.- All first line areas have appropriate control activity in place, and that it is carried out in line with policy and process; reporting on any anomalies or failures to carry out this activity. - Each accountable process owner within The Very Group is aware of their control and governance responsibilities, and discharges them appropriately. - Clearly documented Issues Management process is maintained to track and remedy control failures, across all Customer Care activities globally.- Process owners (heads of department) maintain the ‘Minimum Controls Standards’ at all times. Where this is not the case, they will be accountable for supporting the process owner in achieving compliance without delay.In addition to the operational governance responsibilities, also responsible for creating and maintaining a change governance framework, to triage and track all Customer Care change globally. This will cover change from small items of training, through continuous improvement, and on to large scale transformational IT projects. Responsible for setting up and operating a change gateway process to sort and prioritise change activity, and a programme management office to track change into delivery.

- Manage a team of specialists providing 1st line Assurance on FS complaints within Customer Excellence and across the wider Shop Direct estate- Design, implement and maintain control frameworks across all regulated work streams ensuring process adherence, business and regulatory assurance and fair customer outcomes are achieved in line with signed off processes- Co-lead on implementation of complaints management system upgrade project providing design requirements, overseeing testing outcomes and successful deployment to multiple UK sites - Manage all Issues and Findings associated with CE activity, sharing anything outside of CE with the appropriate Issue Management owner within the wider FS team- Development of relevant Quality Frameworks to measure fair customer outcomes are being achieved- Ownership of “Check the Checker” to determine QA results are accurate and remain relevant as processes develop- Complete and maintain Business Impact Assessment as Business Continuity Manager for Customer Excellence across multiple sites- Operational Oversight through regular meetings with Senior Management and periodic reviews of all controls - Estate wide oversight of front line areas complaint handling process and quality - Ownership on completion and submission of quarterly "Business Health Check" for CE Oversight areas- Visit Third Party sites, where appropriate, to support deployment of Case Handling processes, controls and escalation routes- Engagement in cross-department Projects to assess the impact of new processes and/or technological implementations to Customer Excellence, the business as a whole and our customers- Sign-off for Witness Statements submitted by the businesses Data Protection Unit to relevant government bodies, agreeing the evidence or presenting in court when required

- Provide 1st Line Assurance on escalated FS complaints ensuring the right outcomes are being reached for our customers and all regulatory requirements are met- Identifying thematic issues arising within Customer Excellence that have a business-wide impact and ensuring these are logged, raised and resolved as swiftly as possible- Manage all Issues and Findings associated with CE activity, sharing anything outside of CE with the appropriate Issue Management owner within the wider FS team- Building Ad Hoc reports to provide accurate complaint information at a granular level to the Senior Management Team and Key Stakeholders- Process Design, Development and Implementation including Operational Maps and Keystroke Level Process Manuals- Operational Oversight through regular meetings with Senior Management and periodic reviews of all controls - Conducting highly detailed reviews of internal documentation and processes, producing report summaries for senior management and presenting any findings back to Key Stakeholders, providing continual process control improvement in line with business policies- Provide relevant MI, support and documentation to engaged Third Party Companies on a monthly basis- Visit Third Party sites, where appropriate, to support deployment of Case Handling processes, controls and escalation routes- Engagement in cross-department Projects to assess the impact of new processes and/or technological implementations to Customer Excellence, the business as a whole and our customers

- Identifying thematic issues arising within Customer Excellence that have a business-wide impact and ensuring these are logged, raised and resolved as swiftly as possible- Running daily reports for internal complaints and outsourced projects to ensure consistency in the customer journey- Building Ad Hoc reports to provide accurate complaint information at a granular level to the Senior Management Team and Key Stakeholders- Providing guidance and / or bespoke responses to Handlers for PPI complaints and FOS Referrals which fall outside of normal process through daily "Case Clinics"- Conducting highly detailed reviews of internal documentation and processes, producing report summaries for senior management and presenting any findings back to Key Stakeholders, providing continual process control improvement in line with business policies- Provide relevant MI, support and documentation to engaged Third Party Companies on a monthly basis- Stand-In for Senior Management during meetings with Key Stakeholders, presenting findings and issues for escalation and resolution

- Worked directly with the FOS to handle and resolve all escalated complaints- Handled designated referrals maintaining ownership to resolution. Typically handled referrals which required significant investigation and carried risk to the reputation of the business- Dealt directly with FOS adjudicators and ombudsman to negotiate settlements- Maintained an unbiased view of each individual referral, ensuring that “Treating Customers Fairly” (TCF) principles were applied throughout.- Identified issues which fell outside normal process and ensured that they were escalated to management for decisions as necessary- Contributed to projects allocated by the senior leadership team in order to improve operational efficiency and customer service standards

- Logged, Prepped and Handled, to completion, complaints concerning the sale of Payment Protection Insurance (PPI)- Contacted customers and third party companies to discuss details of the complaint- Answered Inbound complaint calls, covering all aspects of financial services, and took ownership of, or escalated each query, where necessary- Completed adjustments of customer accounts when issuing PPI redress