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Operational Governance Officer

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In the world of retail things happen fast, especially at Shop Direct. We're transforming at an unprecedented rate, becoming a truly world class digital retailer. Ensuring we make our customers aware of products that are relevant to them is really important to us and we know its really important to our customer. Its central to our strategy and why we're looking to attract the very best talent we can and build on our already impressive team.

Shop Direct is one of the UK's largest credit lenders and is a FCA Regulated business, we are proud that we have a fantastic in house governance team that ensure that regulations are met and adhered to throughout the wider business. The newly formed team have gone through a period of transformation and already have some great success stories to share, using healthy and honest stakeholder management across our FS functions. The team have a reputation in the wider business as being supportive, giving new and existing staff the opportunities to learn and develop in their own way.


The Governance Officer will play a key role in designing, building, implementing and maintaining 1st line controls within FS Credit Operations to ensure policy, legal and regulatory requirements are fulfilled.


Responsible for the development, implementation and maintenance of 1st line control plans across all Credit Operations
Test controls to identify inadequate/missing controls and rectify control plan by implementing appropriate new or amended controls
Identify and report any potential regulatory or policy breaches
Challenge policy holders where policy, or lack of policy clarity, delivers poor customer outcomes
Develop, implement and maintain measures and metrics to assess customer outcomes
Monthly reviews with senior operations managers to feedback findings and recommendations
Identify opportunities to improve customer journey and seek feedback regarding Shop Direct.
Due diligence of third party partners


Complete risk assessments
Ownership of control plans: design, build, implement and maintain 1st line control plans based on process maps, speech analytics, customer databases, customer feedback, colleague feedback and external feedback;
On a monthly basis test controls, review exception reports, run SQL and speech analytic reports, produce
report summaries/dashboards and analysis for senior management highlighting concerns/issue, with recommendations;
Test customer journeys and conduct customer case reviews based on insight from control reports and speech
analytics and document findings;
Investigate findings identified in control process to understand business, regulatory and customer impacts,
document and provide recommendations
Research and run customer journey clinics for senior management, operations management and advisors: document findings/feedback and triage outcomes for remediation;
Produce customer journey maps, design metrics (including NPS insight) to measure and assess customer outcomes and TCF to produce recommendations for improvements;
Engage with organisations in the money advice sector to promote Shop Direct and proactively seek feedback as part of control insight;
Develop and guide quality assurance risk frameworks in FS Operations with the relevant department
Build and maintain a risk based framework for third party oversight. Manage and complete 1st line
control reviews with third party organisations (debt collector/purchasers)
Conduct ad hoc thematic reviews and assessments with Credit Operations, including but not limited to, findings,
new regulations, Published Thematic Reviews, occasional papers
Support and influence business health checks.

How to apply
This is a fantastic opportunity for someone with a great understanding of working in the financial services who is looking for their next career move. If you are interested to find out more please contact the Talent Acquisition team at Shop Direct or apply online.
Please note that the Talent Acquisition team at Shop Direct is managing this vacancy directly and will not be accepting CVs sent by any recruitment agencies
Please be advised, if successful in securing this position, you may be required to undertake a credit, CIFAS and CRB check
If you are a current employee of Shop Direct please apply via Talent Online as an internal applicant.

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