Compliance Senior Lead

**Role purpose**:
To be the primary interface between VOIS and Vodafone UK with full accountability for the, Compliance and customer experience.
- Works together with the Delivery Unit develop a culture of Continuous improvement and development of a strong working relationship to deliver the Vodafone UK Customer Operations.
- Contribute to the creation and implementation of best practice compliance vision, strategy, policies, processes, and procedures to aid and improve operational performance
- Contribute to new business initiatives and projects, review and communicate the impact on Compliance activities
- Ensuring continuous efficiencies & operational optimization for VF UK.
- Act as a Compliance control assurance catalyst for all Vodafone UK current processes and required change.

**Key accountabilities and decision ownership**:
**Risk and Compliance Governance /Customer Experience**
- Total responsibility over for the management and the execution of all Customer Experience projects and execute effective governance frameworks with partner.
- Shares Vodafone UK performance including Partners contribution to results
- Pro-actively shares understanding of customer’s requirements from across the organization including product/service roadmaps, associated performance against KPIs.
- Regular feed to UK Teams on NPS performance.
- Improvement Opportunities, Recommendations, and activity plans to be created and reported quarterly.
- Ensure to focus on celebrating great customer feedback, accreditation results and NPS achievement monthly through a commendation process in house as well as across site.
- Manage on Operational Commercial risk and reward components monthly for all KPIs

**Key accountabilities and decision ownership**:
**Compliance Improvement & Complaints Management**
- Responsible for all Compliance matters in Billing, Technical, Webchat and Backoffice service lines by providing a Compliance module for each SL which will help by developing the advisor’s performance as well as achieving the required scorecards.
- Calibration of the call/ chat/ transactions’ quality evaluation standards for all inbound and outbound/ chats/ transactions.
- Ownership of Compliance systems performance and activities against which the actual performance will be measured/reported
- Responsibility for a Compliance reward program for the people to drive motivation
- Provides effective support in areas of Compliance Assessments,
- Developmental Coaching and Compliance specialists. Responsible for the Compliance scores, Ensure the right set of performance measures is used to effectively manage to deliver against Vodafone UK targets.
- Lead regular performance reviews to provide operations and HR to define improvement plans
- Provides performance raise flags, risks& recommendations as well as needed action plans proactively.
- To ensure that implemented solutions meet the business requirement, and passing incident report from the technology team for the major outages

**Key accountabilities and decision ownership**:
**Relationship Management**
- Engage with relevant partner stakeholders to ensure appropriate action plans are developed and delivered in line with the business’ tactical requirements and needs in relation to operational performance
- Ensure that Vodafone UK requirements are understood through operational awareness and effective Stakeholder Management
- Design and deliver plans in line with Vodafone UK and the segment plans
- Develop and maintain the governance model for regular business reviews
- Define and implement regular performance forums to facilitate their two-way feedback and define operational improvement plans
- Maintain and support performance against agreed operational measures
- Utilize partner relationships to drive desired behavior

**Key accountabilities and decision ownership**:
**People Management**
- Develop a unit and identify required resources and skill sets/competencies required to successfully carry out team plans
- Dimension each subordinate optimal and maximum productivity levels and determine appropriate workload as a consequence
- Promote a learning culture by establishing a learning process through continuous sharing of knowledge and support to facilitate the development of skills of others
- Provide formal and informal performance feedback on an ongoing basis
- Managing the below structure with a dedicated support for each entity:

- Lead the Compliance Team serving the billing service line
- Lead the Compliance Team serving the Webchat Service line
- Lead the Compliance Team serving the Technical Service line
- Lead the Compliance Team serving the Backoffice Service line
- Lead the Compliance Team serving the Tele-Sales Service line
- Lead the Compliance Team serving UK account

**Must have technical / professional qualifications**:

- Minimum of 10 Years of Work Experience
- Minimum of 2 Years People management Experience
- Advanced knowledge of call centre industry (systems, process