Compliance Manager

About this role

Every day, people contact us feeling overwhelmed by debt and unsure where to turn. As an established Insolvency Practice, we are committed to delivering fair customer outcomes, maintaining high professional standards and operating in accordance with all applicable regulatory requirements.

We are seeking an experienced Compliance Manager to join our growing team in Greater Manchester. This is an excellent opportunity for an experienced compliance professional with knowledge of the insolvency and IVA sector to take ownership of the firm's compliance framework and play a key role in ensuring that regulatory, operational and customer-facing standards are consistently maintained.

Working closely with the management team, you will provide effective oversight and challenge across the business, identify and manage compliance risks, oversee complaints and regulatory reporting, and ensure that colleagues understand and adhere to the regulatory requirements relevant to their roles.

What You'll Be Doing

Compliance Monitoring & Quality Assurance

Responsible for QA and compliance monitoring across the business, ensuring regulatory and company standards are consistently met.

• Conduct QA across Lead Generation, Debt Advice/SIP, Customer Service, Arrears, customer communications and outsourced functions.
• Review customer journeys and processes to identify compliance risks and areas for improvement.
• Identify trends and recurring issues and ensure appropriate remedial action is taken.
• Provide feedback and challenge to operational teams and management.
• Ensure compliance breaches, risks and issues are recorded, escalated and resolved.
• Maintain accurate QA records and evidence.

Risk & Issues Management

Taking ownership of the firm's Risk and Issues Log, you will ensure that risks and compliance issues are appropriately identified, assessed, monitored and managed.

Responsibilities will include

• Maintaining and regularly reviewing the Risk and Issues Log.
• Ensuring risks are appropriately assessed, prioritised and assigned to responsible owners
• Identifying emerging risks through monitoring, complaints, QA activity, regulatory developments and business changes.

Complaints Management

You will oversee the firm's complaints process, ensuring complaints are managed fairly, consistently and within regulatory timescales.

• Respond to, investigate and resolve complaints.
• Maintain an accurate complaints log.
• Monitor trends and identify recurring or systemic issues.
• Escalate significant issues to management.
• Use complaints to identify areas for improvement and ensure appropriate records are maintained.

Regulatory & Management Reporting

You will be responsible for providing clear, accurate and timely compliance reporting to both the regulator and internal management.

This will include

• Completing regulatory reporting within required deadlines.
• Preparing monthly compliance reports covering QA, complaints, risks and issues.
• Highlighting regulatory developments, breaches and emerging risks.
• Providing recommendations for improvement.

Scripts, Documentation & Version Control

You will have ownership of the firm's scripts and customer-facing documentation, ensuring these remain accurate, appropriate and aligned with current regulatory requirements.

This will include

• Owning and maintaining customer-facing scripts, templates and communications.
• Ensuring effective version control and removal of obsolete documents.
• Review, approve and communicate changes, maintaining an audit trail.

IVA & Regulatory Compliance

A strong understanding of IVA regulations and the regulatory framework applicable to insolvency and debt solutions will be essential.

You will be responsible for

• Ensuring compliance with applicable IVA and insolvency regulations.
• Horizon-scanning regulatory developments and assess their impact on the business.
• Advising management and implement necessary changes to policies, procedures, scripts and training.
• Identifying emerging compliance risks and ensure appropriate controls are in place.

Anti-Money Laundering (AML)

You will maintain a strong working knowledge of Anti-Money Laundering (AML) requirements relevant to the business and support the firm's ongoing AML compliance obligations.

This will include

• Monitoring adherence to the firm's AML policies and procedures.
• Identifying and escalating potential AML risks and issues.
• Supporting and/or completing relevant AML reporting and record keeping.
• Keeping up to date with changes to AML requirements and guidance.
• Working with relevant stakeholders to ensure appropriate controls are maintained.

Compliance Training & Awareness

You will play a key role in developing and maintaining a strong compliance culture throughout the business.

Responsibilities will include

• Delivering training to colleagues on relevant regulatory and compliance requirements.
• Keeping training materials up to date with regulatory and business changes.
• Ensuring colleagues understand their regulatory responsibilities and the importance of delivering good customer outcomes.
• Monitoring the effectiveness of compliance training through QA findings, feedback and ongoing monitoring.

What We're Looking For

We’re looking for an experienced compliance professional with strong knowledge of financial services, debt advice and/or the insolvency sector.

You will ideally have

• Previous experience in a Compliance Manager, Compliance Officer, Quality Assurance Manager or similar role within financial services, debt management or insolvency.
• Strong knowledge of IVA regulations and the regulatory framework applicable to debt solutions and insolvency practices.
• Experience conducting compliance monitoring and QA across customer-facing operations.
• Experience managing complaints and maintaining complaints registers/logs.
• Experience identifying, assessing and managing compliance risks and issues.
• Strong understanding of regulatory reporting requirements.
• Working knowledge of AML requirements and controls.
• Experience reviewing customer communications, scripts and processes from a regulatory perspective.
• Experience with document and version control.
• Ability to interpret regulatory requirements and translate them into practical business processes and controls.
• Experience delivering compliance and regulatory training.
• Strong attention to detail and excellent record keeping.
• Excellent written and verbal communication skills.
• The confidence to challenge operational teams and senior management where necessary.
• A proactive approach to identifying emerging risks and regulatory developments.
• Strong organisational skills and the ability to manage multiple priorities and deadlines.

Personal Attributes

We are looking for someone who is

• Ethical and customer-focused, with a strong commitment to fair customer outcomes.
• Proactive, with the ability to identify potential compliance issues before they become problems.
• Analytical, able to identify trends and root causes from QA, complaints and risk data.
• Confident, with the ability to provide constructive challenge across all levels of the business.
• Commercially aware, able to balance regulatory requirements with practical business considerations.
• Approachable, with the ability to build effective relationships across operational and management teams.
• Highly organised, with excellent attention to detail and a strong focus on accurate records and deadlines.

What We Offer

· Friendly, collaborative team environment

· Regular team socials and company events

· Birthday day off

· Company pension

· Free parking

· Free refreshments

Why Join Us?

We understand that speaking about debt can be difficult for many people. That’s why we’re passionate about creating a team who genuinely care and are committed to helping clients find a way forward.