Rebecca Williams - Kind Consultancy

IT Change Risk Manager

19 July 2024

Kind Consultancy is working with a large, successful Property Services business which is currently seeking an IT Change Risk Manager to join them in a full-time, permanent role paying £65,000 – £75,000 dependent on experience, with a hybrid work model requiring 3 in-office days per week which can be in either their Buckinghamshire or Bedfordshire offices.

The IT Change Risk Manager will provide second line oversight of IT change risk across the business with a focus on technology transformation and change initiatives, with key responsibilities including:

Leading the assessment of Programme and IT Change Risk as the second line subject matter expert in IT Change, with a focus on technology transformation and change programmes.
Assessing the effectiveness of Risk Management capabilities within specific programmes, including assessment of the documentation and management of risks; the assessment, management, and escalation of key risks and issues; the appropriateness of management responses; and the impacts of key risks to the business.
Developing holistic management information and reporting on the risk profile of significant IT Change programmes and the aggregate risk profile to the business arising from change.
Engaging and collaborating with the wider team to ensure appropriate SME input and challenge into the broader non-technology elements of change and associated Operational Risk e.g. business functionality, regulatory expectations and information risk requirements.
Challenging that risks associated with IT Change are appropriately assessed to consider all risk disciplines including consideration as to whether good customer outcomes are being achieved and foreseeable harm is being avoided in line with Consumer Duty.
Leading and delivering ’deep dive’ reviews of specific programmes and IT change deliverables to include, as required: consideration of governance arrangements; solution design and selection; testing including non functional testing, business readiness, delivery and implementation planning; and the management of activities transitioning to BAU – providing second line views and reports to programme management and wider senior management.
Engaging with management to highlight potential gaps in the moment, providing structured feedback and drive improvements.
Producing reports and MI for relevant groups, Committees and Board as required.

Our ideal candidate for the IT Change Risk Manager opportunity:

Holds a professional programme/change management qualification (e.g., CCMP, PMI, MSP) or IT audit (CISA) and equivalent experience of IT and change risk assessment at infrastructure, application and programme/project level.
Demonstrates expertise in technology risk/change risk and control practices.
Has outstanding communication skills (both verbal and written) and listening skills with the ability to provide constructive challenge to senior stakeholders whilst building relationships
Has experience in a change practitioner context, for example project or programme management, and of delivering or providing oversight over large technology transformation programmes.
Has experience of working in a function with responsibility for IT risk, transformation and change and of report writing appropriate for committees and ExCo level.
Has a strategic and commercial outlook in the context of risk management and delivering change.
Is a subject matter expert in IT risk, technology transformation programmes and technology change assurance.
Has very strong knowledge of tools, techniques, and practices for managing change and IT change risk.
Demonstrates a good understanding of the role of Group Risk in supporting the delivery of business objectives.

If you’re interested in the IT Change Risk Manager position and you have the skills, knowledge, experience and qualifications we’re looking for, please apply with an updated CV today.

Operations Optimisation Manager

17 July 2024

Kind Consultancy is working with a fast-growing Motor Finance business which is currently seeking an Operations Optimisation Manager to join them in a permanent, full-time role based in their Kent offices, with a hybrid work model requiring 3 in-office days per week, paying £45,000 to £60,000.

Reporting to the Director of Customer Management, the Operations Optimisation Manager is part of the Customer Management team, with a focus on Collections strategy and key responsibilities including:

Acting as part of cross-functional teams which design, implement, and control processes and strategies to ensure a high standard of service to customers.
Collaborating and gathering detailed requirements from all levels across the business, considering the end-to-end impacts, relative business priority, impact on customers and commercial value.
Presenting potential solutions to meet business requirements, establishing the benefits, constraints and risks of each option in a structured way to assist stakeholder decisions.
Collaborating with 1st and 2nd line of defence teams to align risk management practices
Leading and supporting in addressing system incidents and issues in process and or strategy, proactively mitigating potential issues before they impact customers or business operations.
Developing and maintaining a robust incident management process to quickly investigate, respond to and resolve incidents.
Tracking implementation and progress of corrective actions to prevent recurrence.
Acting as a bridge between the Customer Management team and the analytics/technology/finance teams to design solutions that work within deadlines and resource availability.
Helping to drive enhancements and initiatives through the entire change lifecycle, from idea to implementation (including training, communication, and reporting), creating and tracking User Stories.

Our ideal candidate for the Operations Optimisation Manager opportunity:

Has some experience of undertaking Business Analyst or related activity, ideally in the regulated Financial Services sector.

Exhibits analytical skills and problem-solving abilities.

Continually looks to find a better way to do things and is solution and process oriented; able to understand existing processes and create new or amend existing ones to provide better business solutions.

Has excellent organisation and planning skills; a natural at multi-tasking and context switching.

Is able to communicate clearly and develop good relationships with a broad spectrum of people, including translating complex issues into plain English for consumption across the business.

Is confident and comfortable in identifying and raising issues, particularly where driving good outcomes for customers are concerned.

Has strong commercial awareness and understanding of the impacts of change.

If you have the skills, knowledge and experience we’re looking for, are based in or near Kent and are interested in the Operations Optimisation Manager role, please apply with an updated CV today.

Compliance Manager

5 July 2024

Kind Consultancy is working with a major Financial Services institution based in London which is currently seeking a Compliance Manager to join them in a full-time, permanent role paying up to £85,500.

Reporting to the Head of Risk and Compliance, the Compliance Manager will provide assurance to senior management that the organisation is operating in a compliant manner, with key responsibilities including:

Ensuring compliance with all internal policies (including Financial Crime, Conduct and Data Protection), regulatory requirements (FCA Handbook and PRA Rulebook) and applicable corporate laws.
Carrying out horizon scanning of the regulatory environment for changes which may impact the organisation.
Managing, improving and maintaining the Compliance Framework by gathering insight and researching best practices, whilst ensuring it is appropriately tailored to the organisation’s objectives.
Conducting reporting to drive efficiencies and inform compliance reviews.
Reporting to management, outsourced Partners, Executive team and the Board and its Committees giving detail on compliance activity, therefore data analysis and insights is key.
Building relationships at all levels to achieve desired outcomes whilst delivering challenging messages.
Providing expert insight in understanding root cause of failure and working across the organisation to provide solutions to minimise non-compliance.
Contributing to the wider success of the Risk and Compliance Team by sharing outputs regarding any identified emerging trends (thematic or new risks) to ensure preventative action can be taken.
Represent the organisation at engagement meetings with Financial Authority partners and at external forums
Remaining up to date with relevant compliance topics.
Participating in the management of incidents through the implementation of the Incident and Crisis Management Framework.

Our ideal candidate for the Compliance Manager opportunity:

Has detailed knowledge and practical experience of creating and operating compliance frameworks
Has a good understanding of Financial Services claims processes, compensation rules and the wider UK Financial Services sector
Has the ability to interpret and analyse data
Is able to build relationships including at Executive level, whilst delivering difficult messages
Demonstrates strong stakeholder management skills and is able to maintain effective relationships across the three lines of defence
Has management experience and the ability to drive change in challenging circumstances
Has excellent presentational and communications skills; oral, written, report writing

If you’re interested in the Compliance Manager opportunity and you have the knowledge, skills and experience we’re looking for, please apply with an updated CV today.

Mortgage Product Manager

5 July 2024

Kind Consultancy is working with a well-established Retail Financial Services firm which is currently seeking a Mortgage Product Manager to join them in a full-time, permanent role paying £45,000 – £50,000 with a hybrid work model requiring 1 in-office day per week in the organisation’s Leicestershire offices.

The Mortgage Product Manager will identify and develop propositions for the organisation’s Mortgage products, with key responsibilities including:

Mortgage product pricing, proactively pursuing ideas to help the organisation achieve its annual mortgage growth target
Owning and developing rigorous ongoing performance analysis of all products to make convincing product recommendations
Managing the end-to-end process for all mortgage product launches (including completing PATs, verifying products, and ensuring all governance is completed)
Continually reviewing the Mortgage market with a keen eye on comparable competitors
Completing all Fair value assessments for individual & product groups
Responsible for fair value assessment reviews (3 monthly and annually) maintaining logs and ensuring all are completed on time.
Researching and developing research papers for new areas or improving current products
Working with the National Account manager to understand feedback from intermediaries and how the business can support them with product development and offer value to members
Attending and actively contributing to product/service governance forums as appropriate
Identifying mortgage opportunities that meet with the organisation’s retention, acquisition, and pricing strategies.

Our ideal candidate for the Mortgage Product Manager opportunity:

Has substantial previous experience in mortgage product design, proposition and pricing.
Demonstrates very strong knowledge of residential, Buy2Let and self-build mortgages products and propositions.
Has experience as an attendee of a Product, Pricing and Governance (PPG) or equivalent, with responsibility for preparation and input to committee papers.
Has excellent communication and presentation skills, with the ability to discuss complex matters with a variety of audiences including committees and senior management
Is a critical thinker, always seeking opportunities to innovate.
Has exceptional attention to detail and right first-time approach.
Is proficient in Excel, with strong organisational skills and the ability to multi-task.

If you’re interested in the Mortgage Product Manager opportunity and you have the skills and experience we’re looking for, please apply with an updated CV today.

Complaints Team Leader

11 June 2024

Kind Consultancy is working with one of the UK’s leading Motor Finance firms which is currently seeking a Complaints Team Leader to join them in a full-time, permanent role based in their Manchester office, paying up to £35,000 with a hybrid work model requiring 2 in-office days per week.

The Complaints Team Leader will to lead, manage and motivate a team of Complaint Handlers, with key responsibilities including:

Managing the day-to-day organisation and co-ordination of work for the team
Review and manage team performance daily and implementing necessary measures to grow the team’s performance
Accountability for the team performance, with the ability to motivate and deliver to a team target
Deliver upon our customer metrics to maintain a high level of customer satisfaction
Have a keen eye for process control and improvements, with the ability to suggest ways to create efficiencies within the department
Ability to supply the senior management team with progress data, management information and KPI performance stats
Working closely with our Training and Quality Assurance Teams
Completing various people management tasks including performance meetings, disciplinaries, review and reward meetings
Setting and maintaining effective service levels within the department to ensure efficiencies are achieved

Our ideal candidate for the Complaints Team Leader opportunity:

Must have a strong understanding of the Financial Conduct Authority rules and complaint handling guidelines
Must also have experience of complex complaint handling
Has excellent team building and people skills, with a track record of motivating and coaching team members to maximise perfomrnace
Is highly organised with the ability to prioritise and work to strict deadlines
Has an aptitude for analytics with the ability to interpret management information i.e. spot trends, understand how to use to benefit / drive performance.
Is IT literate with experience of Microsoft applications
Has good written and oral communication skills and presentation skills and is highly numerate
Having past experience of work within Motor Finance would be highly advantageous

If you’re interested in the Complaints Team Leader role, you’re based in or can commute to Manchester and you have the skills and experience we’re looking for, please apply with an updated CV today.

Insurance Resolution Specialist

4 June 2024

Kind Consultancy is working with a Financial Services regulatory organisation which is currently seeking an Insurance Resolution Specialist to join them in a permanent, full-time role paying up to £60,000. This role has a hybrid working model requiring 2 days per week to be based in-office in London.

The Insurance Resolution Specialist will focus on customer claims situations involving failed firms, working with the relevant regulators, Insolvency Practitioners and Brokers, with key responsibilities including:

Regularly engaging with relevant parties, Insolvency Practitioners, Run-off Agents, and Brokers of the failed firms you have ownership of
Managing and monitoring the progress and performance of each estate, working with key stakeholders to deliver the strategy of the run down of the failed firm
Working closely with Run-off Agents to ensure optimised processes are in place to secure the right outcomes for customers and levy payers
Utilising management information to ensure the effective management of claims (new claims, open claims, reserving philosophy maintained, claims progression)
Providing technical support and approval of valid payments on insurance claims within required SLAs in line with the organisation’s rules
Managing and facilitating large claims within the failed firm estate, attending Joint Settlement Meetings
Managing the closure of estates, ensuring any follow-on activity is planned and delivered

Our ideal candidate for the Resolution Manager opportunity:

Has very strong knowledge of Insolvency, Claims Processing, Payment Processing and Technical Issues Resolution gained from work within Insurance
Has expert knowledge of the rules, policies, and regulatory processes relevant to Insurance within the UK
Has a track record of successfully managing expectations of senior stakeholders internally and externally
Demonstrates a strong level of awareness of current operational procedures followed by insurers in the management of insurance claims across a range of products, and a thorough understanding of Policyholder Protection Rules and their application to insurance contracts and claims
Possesses in-depth knowledge of the law and practice of insurance contracts and their application in resolving policy coverage issues

If you have the skills, knowledge and experience we’re looking for, you’re based in or can commute to London and you’re interested in the Insurance Resolution Specialist role, please apply with an updated CV today.

Senior Data Insight Analyst

24 May 2024

Kind Consultancy is working with a multinational retail business which is currently seeking a Senior Data Insight Analyst to join their Financial Services division. The Senior Data Insight Analyst role will be based in their Leicestershire offices, with a hybrid model requiring 1-2 days in-office per week, and paying between £35,000 and £55,000 dependent on experience.

The Senior Data Insight Analyst will:

Have experience of working with Excel and ideally SQL/SAS or similar
Produce regular reporting and carry out ad hoc analyses.
Comment on trends, adding value through contributing ideas and solutions to any problems or opportunities identified.
Identify risks and opportunities in the current processes and rules through complex analysis, using multiple data sources.
Build and present strategy recommendations relating to credit & risk at internal and external meetings where required.
Work with internal and external teams to deliver suitable portfolio strategies.
Serve as the expert on credit risk and data, while best representing the commercial value and regulatory aspects of lending activity.

For the Senior Data Insight Analyst opportunity, we’re looking for candidates who:

Have experience of working in an analyst position or have a highly numerate/analytical background.
Have an eye for detail and the drive to figure out complex business challenges, joining the dots across multiple sources of insight.
Enjoy working with a diverse multi-discipline team to deliver results at pace
Have strong verbal and written communication skills, to most effectively present your insights and gain buy-in to implement change.

If you’re based in or can commute to Leicestershire, you’re interested in the Senior Data Insight Analyst opportunity and you have the skills and experience we’re looking for, please apply with an updated CV today.

Company Accountant – Part-Time

30 April 2024

Kind Consultancy is working with a trading brokerage which is currently seeking a Company Accountant to join them in a permanent, part-time role paying up to £55,000 pro-rata. The position will require 2-3 days of work per week, with the majority of work being from home and occasionally requiring in-office days in their Kent office.

Key responsibilities of the Company Accountant will include:

All aspects of a regulated business Accounts function including full production of the monthly Management Accounts.
Forward forecasting and management of the Firm’s capital and liquidity in respect of FCA regulatory requirements.
Providing a first draft of monthly FCA monitoring data and quarterly financial returns data.
Being part of the Firm’s ICARA team, providing financial data for the Firm’s ICARA process.
Running detailed three-year forecasts for regulatory business plans.
Management of the annual external audit and corporate tax returns.
Reviewing and evolving existing finance processes, ensuring that appropriate systems and controls are in place and that policy and procedure documents are maintained.

For the Part-Time Company Accountant opportunity, we’re looking for candidates who:

Are qualified or part-qualified accountants
Have experience of completing FCA financial reporting and working with Compliance & Risk functions
Are personable and approachable, with a problem-solving approach
Have some knowledge of FCA financial requirements and outsourcing requirements
Past experience of of client asset funds administration and daily reconciliations would be highly desirable

If you’re interested in the Part-Time Company Accountant role and you have the skills, knowledge and experience we’re looking for, please apply with an updated CV today

Collections Agent

22 February 2024

Kind Consultancy is working with a leading Motor Finance business that is currently seeking a Collections Agent to join their Manchester office in a full-time, permanent role paying up to £30,000 per year. The role has a hybrid working model and requires some weekend work (one Saturday in every three).

The Collections Agent is part of the Payment Support Team and will support customers who have outstanding payments, with key responsibilities including:

Dealing with telephone queries from customers who are experiencing financial difficulties
Having positive conversations with customers to find suitable payment solutions for any missed payments
Setting up payment plans and working with other specialist teams to support the customer
Displaying compassion and understanding towards customers in vulnerable circumstances
Recording conversations and administrative actions within the relevant systems
Reviewing processes which could be automated or enhanced to improve the customer and business experience
Identify and raise any risks with your line manager

Our ideal candidate for the Collections Agent position:

Has previous experience of working in a similar Payment Support, Collections or Recoveries role
Has excellent communication and listening skills, both verbal and written to effectively interact with our customers
Strong knowledge of financial principles and understanding different ways of supporting our customers
A desire to support our customers to improve their financial health
Ability to proactively manage and prioritise caseload in line with KPIs.

The position comes with an excellent benefits package and is a great opportunity for anyone in the Manchester area with Collections experience looking for the next step in their career with an exciting, growing business.

If you’re interested in the Collections Agent opportunity and you have the skills and experience we’re looking for, please apply with an updated CV today.

Assistant General Counsel

8 February 2024

Kind Consultancy is working with a fast-growing challenger bank which is currently seeking an Assistant General Counsel to join their Legal team in a hybrid role requiring fortnightly in-office days in their West Midlands offices. The Assistant General Counsel is responsible for advising on customer and third-party arrangements, supporting internal stakeholders on a wide variety of contract and engagement related issues and advising on legal matters ranging from Commercial Contracts, Employment, Privacy, Corporate, and Tax.

Reporting to the General Counsel, the Assistant General Counsel’s key responsibilities will include:

Preparing, reviewing, and negotiating commercial contracts (e.g., service agreements and confidentiality agreements) and advising on customer and/or third-party arrangements
Supporting the Bank on a wide variety of contract and engagement related legal issues in collaboration with or under the direction of the General Counsel
Advising on all legal matters, addressing potential legal, professional, or reputational risks to the Bank in a forward-thinking manner
Collaborating with team members to develop more effective and efficient ways to review and negotiate complex agreements or address new issues (e.g., master consulting agreements)
Developing and maintaining standard form contracts and related documents
Continuous implementation, review and update of applicable policies in our risk and compliance frameworks
Supporting general legal matters – typically commercial contracts or employment issues
Work with other members of the Bank on projects in support of broader initiatives
Provide training across the organisation on legal matters and compliance.

Our ideal candidate for the Assistant General Counsel opportunity:

Is a qualified solicitor or barrister with 1-3 years PQE
Can influence, engage and advise across departments.
Is an energetic, self-starter attitude with the ability to work with limited oversight.
Has good knowledge of banking products and direct experience of the Corporate Banking sector with a preference for recent experience in the ‘challenger’ sector.
has commercial common sense, product knowledge and technology experience, ideally with some regulatory experience.
Has a good understanding of privacy/employment legislation.
Demonstrates excellent communication and analytical skills.

If you have the necessary knowledge, skills and experience and are interested in the Assistant General Counsel role, please apply with an updated CV today.

IT Change Risk Manager

Operations Optimisation Manager

Compliance Manager

Mortgage Product Manager

Complaints Team Leader

Insurance Resolution Specialist

Senior Data Insight Analyst

Company Accountant – Part-Time

Collections Agent

Assistant General Counsel

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