Head of Conduct & Oversight in Nottingham

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As the Head of Conduct & Oversight, your primary responsibility will be to own and enhance the debt agency oversight framework. This is crucial for delivering an exceptionally robust and industry-leading service that earns the respect of both clients and regulators. Quality is central to the service provided by TDX and its clients, with its outputs increasingly in demand. You will be pivotal in driving client satisfaction and loyalty with the opportunity to deliver the vision of making the debt industry better for everyone.

This role is critical in managing the regulatory and reputational exposure to TDX, its clients, and the parent company. You will measure, qualify and communicate the quality performance of the supplier panel, providing key insight to help ensure that TDX’s panel of debt collection agencies is appropriately run. Leveraging AI and Voice Analytics to deliver robust, automated assurance for our clients.

What you’ll do:

• Responsible for assessing all aspects of Debt Collection Agency quality performance, with particular focus on handling the conduct risk associated with outsourcing debt collection services.
• Ensure the efficiency and effectiveness of the oversight function – balancing excellence in output with service level adherence.
• Lead a team and develop talent to ensure consistent operational delivery – remote auditing, data analysis and pack production, with specialist oversight activities – on site auditing, remedial plans and performance management.
• Interface significantly with our 3rd Party suppliers in both the physical monitoring of their activity, but also in developing the framework and reporting required to support TDX’s quality strategy.
• Design and implement timely and proportionate performance reporting tools.
• Support the continual improvement of performance across the panel.
• Produce timely and relevant provision of quality performance data, through pack production and face to face meetings.
• Lead the delivery of Voice Analytics & AI within our Conduct & Oversight framework.

What Experience You Need:

• Strong background in the assurance of consumer interactions.
• Strong experience managing risk frameworks and continual improvement/quality programmes.
• Intermediate experience operating within regulated environments and fluency in key regulatory bodies.
• Good experience in managing third parties, preferably in an intermediary environment.
• Experience and a real passion for people management, including direct line management responsibilities.
• Good experience handling complex relationships, both from a supplier and client perspective.

What Could Set You Apart:

• Experience working in a collections and recoveries environment.
• Financial services background.
• Familiarity with external certification bodies – such as ISO 9001.
• Design and delivery of Quality Assurance frameworks.

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!

We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.