Regulatory Assurance Officer

Compliance Assurance Officer

Location: Hybrid (office locations in Manchester, or Gateshead, or Glasgow)

Reports to: Team Leader – Compliance

Department: Privacy, Risk and Compliance

Management Responsibility: None

Travel: Occasional

Contract Type: Permanent

Compliance Assurance Officer: role overview

The Compliance Assurance Officer will be aligned to a key client account and will play a critical role in upholding our high compliance standards. This will be achieved through the provision of support, guidance, oversight, and monitoring. The role involves close collaboration with operational partners and internal stakeholders across both Teleperformance and the client organisation.

The primary responsibility of the role holder is to ensure that service delivery across Teleperformance, its client, and their customers complies with applicable regulatory standards, industry best practices, and contractual obligations.

The Compliance Assurance Officer may have responsibility for one or a number of clients, depending on the size, scope and complexity of the programmes of work involved.

The role holder will support the delivery of the Compliance Assurance Framework by identifying relevant risks, providing guidance to operational teams, overseeing their activities, and ensuring the effectiveness and adequacy of controls and processes. Where control weaknesses or failings are identified, the role holder will ensure appropriate mitigation actions are agreed, implemented, and followed through to conclusion.

The role provides an excellent opportunity to gain exposure to high-profile clients and build a career in compliance.

Key Responsibilities

• Works closely with Operational partners and stakeholders to ensure all compliance metrics are being met
• To be first point of contact for client /compliance queries and to liaise with the client to resolve compliance related issues
• Conduct monitoring reviews to ensure compliance with agreed processes and standards are aligned to any regulatory expectations and industry best practice
• Complete ad-hoc reviews as requested by the Compliance Assurance Manager
• Prepare detailed reports on issues found and obtain agreement from management and stakeholders on action plans and timeframes to resolve
• Building knowledge of the client, and processes to contribute to and support ongoing contractual relationship with the client
• Supports the Client and Teleperformance Operations (including BCP) in dealing with unexpected events
• Attends monthly and quarterly client reviews to ensure all any compliance requirements are discussed meaningfully, and related issues are addressed
• Be an advocate for increasing compliance awareness and work with the Compliance Team Leader and Compliance Manager to continually increase awareness across the account
• Support the wider Risk & Compliance Assurance Teams as required within level of own competency.
• Any other duties as reasonably requested by the Compliance Team Leader and/or Compliance Manager

Experience, knowledge and qualifications

Needed:

• Awareness of core compliance concepts including treating customers fairly and the Consumer duty
• Familiarity with financial services or the outsourcing sector
• Some exposure to a regulated environment, internal controls, or risk management (even if not in a formal compliance role)
• Administrative or operational background with evidence of attention to detail
• Comfortable using Microsoft Office (Excel, Word, Outlook)
• Willingness to undertake compliance training or qualifications

Desirable:

• Experience working with policies, procedures, or audits.
• At least 3 years’ experience in a Compliance and/or Risk role.
• Experience of ensuring contractual or regulatory compliance.
• Compliance or Risk qualifications e.g. ICA or IRM.

Behaviours

• High integrity and personal accountability.
• Inquisitive mindset – proactive in asking questions and identifying improvements.
• Strong communicator with the ability to present information clearly.
• Team player who thrives in a fast-paced, collaborative environment.
• Excellent time management and organisational skills.

Confident in influencing stakeholders across all levels.