Domestic & General

Operations

• Leading a team of circa 20 agents and 2 Performance Coaches
• Taking customer calls to help support with queries, sales, complaints, repairs and account changes
• Measured on range of Key Performance Indicators including Sales Conversion, Team Quality Assurance, Customer Satisfaction, Average Handling Time, Absence Management, Retention, and Engagement
• Creating highly engaged teams to deliver outstanding business performance while fostering a great employee experience

Operations Lead

Compliance

• Provide day-to-day compliance advice under supervision, aligned with policies and frameworks.
• Support regulatory change tracking and help communicate impacts to business stakeholders.
• Assist with drafting, updating, and communicating compliance policies and procedures.
• Contribute to compliance training materials and awareness initiatives.
• Support risk assessments, issue tracking, and thematic reviews.
• Participate in incident investigations or remediation tracking where required.
• Maintain compliance records and documentation in line with governance requirements.
• Collaborate with Legal, Risk, and other control functions to support aligned compliance management.
• Escalate identified risks, breaches, or uncertainties promptly to senior colleagues.

Compliance Business Partner

• Support implementation and maintenance of the overall Group Compliance Framework and create a centre of excellence
• Manage and oversee compliance policies, procedures and key controls ensuring communication and embedding across the business
• Support ongoing maintenance, control, monitoring and reporting of Whistleblowing, Conflicts of Interest, Gifts & Hospitality, Compliance Risks and Breach logs
• Support identification, design and delivery of business compliance training requirements
• Provide day-to-day compliance support answering regulatory or policy-related queries
• Assist in identifying, assessing and tracking compliance risks and issues and participate in regulatory change reviews
• Maintain compliance registers, documentation and reporting metrics
• Deliver or support compliance training and awareness activities
• Contribute to incident investigations and ensure accurate and timely issue resolution
• Collaborate with other control functions (Risk, Legal, Audit, Data Privacy) for coordinated compliance management

Operations Lead

Compliance Business Partner

Compliance Specialist, Policy Framework and Governance