Head of Quality, Risk and Compliance

A key member of the legal and compliance leadership team, the Head of Quality, Risk & Compliance is responsible for overseeing TalkTalk’s second line of defence. This role will have full responsibility for second line compliance monitoring, management of operational and enterprise risk management frameworks and the internal audit function.

The Head of Quality, Risk & Compliance is responsible for maintaining the second line of defence relationship with senior management and the executive committee providing impartial risk assessment and incident escalation.

The key responsibilities of this role are to:

• Chair the risk and compliance and executive risk and compliance committees, overseeing preparation of supporting papers and committee packs.
• Develop and deliver the risk management framework and oversee the annual risk and control assessment plan.
• Develop and deliver a risk-based audit plan covering all areas of the business.
• Oversee and manage delivery of operational, governance and project assurance audits.
• Oversee and prepare quality, accurate reports that include audit findings, conclusions and agreed management actions for review with relevant stakeholders and to be accountable for reviewing reports drafted by the audit team.
• Engage senior stakeholders to ensure that the key risks in each business unit are understood, the key developments and change projects are monitored, the status of the audit plan is communicated, and audit issues are addressed in a timely and effective way.
• Understand business operations, including key initiatives to support development of the audit plan and understanding of key risks and dependencies.
• Perform occasional forensic investigation work arising from instances of fraud, whistleblowing or management concerns.
• Provide support to the General Council and act as a delegate at relevant committee, steering and senior management meetings as required.
• Oversee production and reporting of weekly regulatory scorecard.
• Set, maintain and report and master and key risk scorecard of compliance KPIs, covering all key aspects of regulatory compliance for Ofcom, ICO, FCA (where applicable) and other agreed associated customer impacting compliance.
• Implement and manage the compliance framework to provide assurance that the first line of defence are maintaining compliance to applicable laws and regulation.
• Be responsible for updating and maintaining the Ofcom and ICO accountability framework.
• Develop and oversee the interaction monitoring plan, including scoping and deployment of new campaigns and projects into the framework, to provide assurance over the accuracy and integrity of monitoring performed by third party suppliers against the quality scorecard.
• Define acceptable tolerance levels and facilitate regular calibration sessions with suppliers.
• Effectively manage third-party suppliers, ensuring optimum performance in accordance with relevant contracts and continuously looking for and implementing efficiencies in the overall model and framework.
• Track and maintain supplier costs to ensure delivery of budget, checking POs and invoices as per Procurement policies.
• Be fully accountable for the performance and day-to-day management of the quality, risk and compliance team driving personal development.
• Provide compliance consultancy to key stakeholders on all applicable regulation/legislation, including those overseen by Ofcom and the ICO, and associated customer impacting compliance, raising change requirements and awareness of risk and any relevant mitigation strategies.
• Investigate and respond to regulatory complaints (within remit).