Description
Wirex is seeking a dedicated Compliance Support Manager to lead our Compliance Support team in optimizing customer support operations related to risk and compliance matters. The Compliance Support Manager will play a critical role in fostering collaboration between the support and compliance departments, driving process improvements, and ensuring regulatory compliance while maintaining high levels of customer satisfaction. This position requires strong leadership skills, regulatory knowledge, and a customer-centric mindset.
Responsibilities:
Team Leadership and Management
— Lead and manage the Compliance Support team, providing guidance, coaching, and support to team members.
— Establish clear goals and performance expectations aligned with departmental objectives.
— Foster a culture of collaboration, accountability, and continuous improvement within the team.
Cross-Functional Collaboration
— Work closely with the Risk and Compliance (R&C) department to prioritize and resolve compliance-related customer issues.
— Collaborate with compliance stakeholders to identify trends, escalate issues, and implement proactive solutions.
— Advocate for customer needs while ensuring adherence to regulatory requirements and company policies.
Process Optimization and Improvement
— Identify opportunities to streamline support processes and reduce resolution times for compliance-related inquiries.
— Implement and monitor key performance indicators (KPIs) to track progress and drive continuous improvement.
— Provide insights and recommendations for process enhancements based on customer feedback and industry best practices.
Customer Satisfaction and Quality Assurance
— Monitor customer satisfaction metrics and trends, taking proactive measures to address areas of concern.
— Implement strategies to achieve and maintain a CSAT score of 70% or higher.
— Ensure compliance with quality assurance standards and achieve a 95% QA score for compliance support interactions.
Regulatory Compliance and Training
— Stay abreast of regulatory requirements and industry trends related to compliance support.
— Develop and deliver training programs to ensure team members are equipped with the knowledge and skills to address compliance-related inquiries effectively.
— Conduct regular audits and reviews to ensure compliance with relevant regulations and internal policies.
Qualifications:
— Proven experience in customer support management, with a focus on compliance or regulatory matters.
— Strong understanding of regulatory requirements and compliance standards, preferably in the financial services industry.
— Excellent leadership and team management skills.
— Effective communication and interpersonal abilities, with the ability to collaborate across departments and levels of the organization.
— Analytical mindset with the ability to analyse data, identify trends, and make data-driven decisions.
— Experience working in a fast-paced, dynamic environment.
Key Performance Indicators (KPIs):
— Reduce resolution time by 50% within six months.
— Achieve and maintain a CSAT score of 70% within six months.
— Implement a minimum of three tangible customer journey enhancements per quarter in collaboration with R&C.
— Achieve a 95% QA score for compliance support interactions.
Benefits:
— Premium tariffs for our product.
— Semi-remote work with flexible hours—work from home or office.
— Home office allowance.
— Virtual share options scheme after the probation period.
— Comprehensive medical insurance after one month of collaboration.
— Generous vacation policy: 23 business days of paid leave + 12 paid floating holidays.
— Paid sick leave, Birthday, and Anniversary leave.
— Length of Service Holidays.
— Engaging in online events for learning and enjoyment.
— Coworking with all facilities and shelter.
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