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- Tasks: Lead the oversight framework for debt agencies, ensuring quality and compliance.
- Company: Join TDX Group, a pioneer in the debt recovery industry.
- Benefits: Competitive salary, career development, and a chance to make a real impact.
- Why this job: Shape the future of the debt industry and enhance client satisfaction.
- Qualifications: Experience in risk management and consumer interaction assurance.
- Other info: Dynamic role with opportunities for personal and professional growth.
The predicted salary is between 70000 - 90000 £ per year.
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.
About TDX Group - An Equifax Company: We’ve been a pioneer in the debt recovery industry for over a decade, helping businesses drive fair and appropriate consumer treatment by using data and intelligence. We meet the exacting standards of our clients who are some of the biggest banking, retail and utility names as well as the UK government. The key to TDX's success has been the scope to build and deliver industry-leading performance portfolios, combining precise execution with high quality analytical insight and continuous creativity to our partners.
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.
Head of Conduct & Oversight in Nottingham employer: Equifax
Contact Detail:
Equifax Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Conduct & Oversight in Nottingham
✨Tip Number 1
Network like a pro! Reach out to industry contacts on LinkedIn or attend relevant events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show them you’re not just a fit for the role, but for the team too. Tailor your answers to reflect how your experience aligns with their values and goals.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. We can’t stress enough how important it is to be confident and articulate when discussing your skills and experiences.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance at landing that position!
We think you need these skills to ace Head of Conduct & Oversight in Nottingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Conduct & Oversight role. Highlight your experience in managing risk frameworks and quality programmes, as well as any relevant achievements in consumer interactions. We want to see how your background aligns with our mission at TDX!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about improving the debt industry and how your skills can help us enhance our oversight framework. Keep it engaging and personal – we love to see your personality come through!
Showcase Your People Management Skills: Since this role involves leading a team, make sure to highlight your experience in people management. Share examples of how you've developed talent and driven operational delivery in previous roles. We’re all about fostering growth and excellence here at StudySmarter!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at TDX – and we love that enthusiasm!
How to prepare for a job interview at Equifax
✨Know Your Frameworks
Make sure you’re well-versed in the debt agency oversight frameworks and quality assurance processes. Brush up on your knowledge of regulatory bodies and how they impact the industry. This will show that you’re not just familiar with the role but also passionate about enhancing the service.
✨Showcase Your People Skills
As a Head of Conduct & Oversight, you'll be leading a team and managing relationships with third-party suppliers. Prepare examples of how you've successfully managed teams and complex relationships in the past. Highlight your passion for people management and how it has led to improved performance.
✨Demonstrate Analytical Prowess
Be ready to discuss your experience with data analysis and performance reporting tools. Think of specific instances where your analytical skills have driven improvements in quality or efficiency. This will help illustrate your capability to leverage AI and Voice Analytics effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle conduct risk and oversee quality performance. Practice articulating your thought process and decision-making strategies in these situations. This will demonstrate your readiness to tackle the challenges of the role head-on.