Vikki Nelson Email & Phone Number

United Kingdom

Greenock, Birmingham & Norwich

As risk and controls manager for mortgage telephony, my role concerns three different mortgage telephony centres across Greenock, Birmingham and Norwich. One of my chief duties is to carry out ACE (Achieving Control Excellence) testing so that compliance with policy is always maintained. Another responsibility is to ensure that staff are consistent in following the controls that we, as a group, have put in place. I review all change requests that the business looks to implement to make sure… Show more As risk and controls manager for mortgage telephony, my role concerns three different mortgage telephony centres across Greenock, Birmingham and Norwich. One of my chief duties is to carry out ACE (Achieving Control Excellence) testing so that compliance with policy is always maintained. Another responsibility is to ensure that staff are consistent in following the controls that we, as a group, have put in place. I review all change requests that the business looks to implement to make sure everything is covered from a risk perspective. I carry out independent audits on SOPs (Standard Operating Procedures) to ensure they are being followed correctly, are robust and are all version-controlled for an audit trail. I have close dealings with our incident management group and attend all incident meeting that may impact any of our three sites. I chair monthly risk boards with senior managers from the three sites to make sure that any forthcoming audits are covered off and that all emerging risks and concerns are documented and followed through to closure. Show less

Greenock

In this role I supported the Internal Control Co-ordinators for Mortgage Operations Greenock. Having developed a sound knowledge of risk activity, I was required to liaise with staff at all levels and the Internal Control Co-ordinators across the various centres.My main duties within the team included dealing proactively with Are You In Control (AYIC) testing. I assisted in the preparation of the quarterly control certificate and played a key role in implementing and rolling out control… Show more In this role I supported the Internal Control Co-ordinators for Mortgage Operations Greenock. Having developed a sound knowledge of risk activity, I was required to liaise with staff at all levels and the Internal Control Co-ordinators across the various centres.My main duties within the team included dealing proactively with Are You In Control (AYIC) testing. I assisted in the preparation of the quarterly control certificate and played a key role in implementing and rolling out control certificate changes. I was the main point of contact for the DTR and the nominated risk contact for a number of departments within the centre, which involved providing guidance and support relating to emerging risks. I was also responsible for producing and rolling out awareness sessions for the new event report process. I helped oversee audit reviews within the centre and assisted the ICCs in liaising with GIA, Deloitte and control assurance managers. As the main point of contact for the auditors to liaise with the business, I collated action plans based on their findings and followed them through until resolution. Within the team I gained experience in coaching staff. Show less

Greenock

Within this team my main duties involved dealing with customers on a daily basis to answer their enquiries and actuating their transactions on their mortgage account. I was seen as the subject matter expert (SME) within this team and took on greater responsibility for the day-to-day running of the team, which included handling concern calls, investigating potential risks within the team and supervising the daily huddles.

Greenock

My career began in the mortgage centre within the redemption department. There, I worked on processing tasks such as redemption statement and closure of account. I quickly moved into the offset department where a new team was being established for Greenock. I was the SME within the customer services team, where I began developing my natural leadership skills. This involved ensuring on a daily basis that my colleagues within the team had their allocation of work, that they were each comfortable… Show more My career began in the mortgage centre within the redemption department. There, I worked on processing tasks such as redemption statement and closure of account. I quickly moved into the offset department where a new team was being established for Greenock. I was the SME within the customer services team, where I began developing my natural leadership skills. This involved ensuring on a daily basis that my colleagues within the team had their allocation of work, that they were each comfortable with their assigned tasks and that I was able to provide training if required. Show less

Greenock

I worked in a number of different departments at the IBM call centre and technical support call centre. My first assignment was taking incoming calls for IBM personnel before quickly advancing to the Spanish technical support desk. Whilst working daily within the call centre I also attended the Strathclyde University in Glasgow to progress with Business Spanish.

Education record

Activities and Societies: National Progression Award Financial Services (Higher)

Education record

Activities and Societies: Level 1 Certification in Spanish for Business Preliminary Spanish for Business

Education record

Activities and Societies: Higher Grades: Spanish Intermediate 2 Grades : English, Maths, French, Biology Standard Grades: English, Maths.