Operational Oversight Officer
Capita
Cape Town
4d ago

Operational Oversight Officer

  • Cape Town
  • This role is responsible for supporting the Operations. First Line of Defense and Governance framework for Capita SA operations.
  • Manage compliance practices and ensure that the company’s compliance framework is applied effectively within the business unit

    Job title :

    Operational Oversight Officer

    Job Description :

    This role is responsible for supporting the Operations. First Line of Defense and Governance framework for Capita SA operations.

    Manage compliance practices and ensure that the company’s compliance framework is applied effectively within the business unit

    Key Compliance Responsibilities

    Provide support on Compliance processes with VoiceProvide wide scope of Assurance ActivitiesAssumes accountability for the Business Unit’s compliance practicesEnsures that the standards of the Company’s Quality Management / Compliance Framework are applied and managed effectively within the Business Unit.

    Develop a proactive approach to identifying quality gaps and compliance breaches against key risk areas. This should cover all key operational and customer risk’ areas and any failings should be supported by a robust action plan to mitigate against any future failings / breachesIdentifies and escalate risks and quality / Compliance issues to resolve them as efficiently as possibleAccountable for the Compliance mindset’ of the Operation.

    Ensuring our people understand their obligations and working with the Operation to develop our culture to safeguard the business and our customersIdentifies, mitigates, and manages specific risk within the responsibility areaImplements, maintains, and manages the cascading of all relevant Capita policies & procedures to all relevant partiesComplies with the company safety ruleReports all Health & Safety incidents to the Occupational Health and Safety Officer on siteSo far as is reasonably practicable, the post holder must ensure that safe working practices are adopted in their work areas to maintain a safe working environment for employees and clients.

    These are identified in the employee handbook

    Campaign Deliverables

    Communicates with Operational Managers & Team leaders and handles the diverse spectrum of Compliance areas effectively.Distributes the compliance reports received from UK (loyalty discounts, credits, DPA failures etc) to the management team and ensures required actions are taken within agreed SLARegulatory complianceLoyalty discountsIncorrect Account disconnectionsConsumer credit request formProcess Adherence feedback completion within SLAMonitor calls per week and provide feedback to relevant TLEnsure 95% of the feedback is actioned within the required SLA

    Quality Assurance

    Applies and uses the internal proprietary systems for business operationsDelivers error free outputs and deliverablesApplies and understands Compliance governance as a discipline

    Compliance Training And Awareness

    Assist and conduct compliance related training and awareness programme that covers the requirements around regulatory, policy and contractual complianceEstablish and maintain monitoring and reporting on compliance training and awareness strategies

    Campaigns And Products

    Applies business acumen required to function successfully within the Business and specific to the relevant campaignAccumulates in-depth knowledge of the organization specific services and productsDiscourses clearly and easily on all

    Implementation Of Guidance and Policies

    Applies business acumen required to function successfully within the Business and specific to the relevant campaignAccumulates in-depth knowledge of the organization specific services and productsDiscourses clearly and easily on allImplements, maintains and manages the cascading of all relevant Capita policies & procedures to team membersReports all Health & Safety incidents to the Occupational Health and Safety Officer on site

    CAPITA VALUES

    Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others

    Minimum Qualification :

    Minimum Experience :

    1 - 2 years within the relevant roleKnowledge of Information Security, GDPR, PCI, Financial Crime & BCP / DR

    Preferred Experience

    Knowledge of UK regulations FCA, OFCOM, OFGEMCompliance / Coaching / Governance / Reporting Experience working in a fast-paced and structured environment

    Knowledge (what must I know) :

    Risk and Compliance Policies and ProceduresQuality Management principle

    Skills and Abilities (what must I be able to do / display) :

    Coaching Ability Working with peopleRelating and networkingPersuading and influencing Learning and ResearchingCreating and InnovationCoping with pressures and setbacksAchieving personal work goals and objectives

    Supervisory Responsibilities

    This position has a support function. The successful incumbent will be required to manage and maintain contractual Compliance standards and will have to ensure that relevant information and data is cascaded as necessary to Management.

    Location : Cape Town

    Time Type : Full time

    Contract Type : Permanent

    Permanent

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