Compliance Senior Lead ( VOIS)

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, processes, techniques, etc)
• Proven ability in building and growing internal and external business relationships
• Proven record of involvement in business-critical projects experience
• Excellent communication skills with internal and external stakeholders and ability to addresses concerns and facilitates two-way feedback

• Strong commercial awareness and understanding of commercial business units

• Excellent presentation, influencing and negotiation skills

• Data aware and analytical capability to translate operational metrics into customer experience
• Advanced analytical and data interpretation skills

Must have technical / professional qualifications:

• Strong analytical, problem solving and decision-making skills
• Passion for customer experience
•  Ability to manage and coordinate multiple activities under tight timeframes, while maintaining the professional standard.
• Excellent command of Excel, PowerPoint, Access, projects, Visio, etc
• Highly motivated self-starter who can drive changes with passion for Vodafone
• Excellent communication skill both in English
• Objective focused
• Excellence mindset striving to exceed expectations
• Ability to work with minimal supervision
• Preferably off shoring background

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