Head of Compliance for MoneyPlus Group Limited and a member of the ICA (International Compliance Association). CertMAP qualified through Staffordshire University (Aug 2012) and the IMA (Institute of Money Advice) & DEMSA. Experienced compliance professional,specialising in the debt advice industry. Have a thorough knowledge & understanding of DEMSA & Debt Managment Plan Protocol. Experienced in designing compliance & risk management systems/controls, managing organisational risk and directing governance. 10 years experience at mid to senior management level, prior to current role was previously responsible for leading and controlling a customer service team of 40+ FTE's, as the CSM for an industry leading financial services organisation. Have built up an extensive business network with key stakeholders, and regulators. Over 15 years experience in Debt Advice, Debt Management & Financial restructuring, have worked on both sides of the financial services industry for NatWest/Royal Bank of Scotland & MoneyPlus. Specialties: FCA, KYC *DPA/AML, Debt industry compliance, legislation, complaint handling, auditing (internal/hosting external) Customer Care, TCF, Customer Service, Quality (EFQM), Delivering SLA's, Business mergers and acquisition, Debt Management, Personal Insolvency, Managing and Leading People, Delivering significant change within the organisation.

Head of Compliance & Creditor Relations @ - Managing external relationships with key business stakeholders - Auditing - Project management - Compliance strategy management - Producing materials for internal training delivery - Ensuring live materials in use within the business are compliant - Assisting due-dilligence processes - Policy - Stat & Reg business applicable legislation management (DPA, MLRO, SGAS, CCA, ABP) - Cross-site compliance management - Employee training/development advisor From July 2004 to Present (11 years 6 months) Manchester, United KingdomCustomer Service Manager @ ~ Planning, organising, leading and controlling a large Customer Service department ~ The team are responsible for the daily management of xthousand cases ~ Managing circa 4000 inbound calls per month ~ Delivering KPI's ~ Managing change at a strategic level ~ Managing information and statistics ~ Conducting compliance audits ~ Innovating new concepts/streamlining/maximising effectiveness and efficiencies ~ Creating and adapting new and exisiting policies/procedures ~ Ensuring compliance with DEMSA Code of Conduct ~ Ensuring compliance with OFT Debt Man Guidance ~ Facilitating change ~ Creating new, and strengthening existing relationships with key stakeholders for the ongoing development and growth of my organisation ~ Managing/contributing to mergers/acquisitions From May 2004 to July 2012 (8 years 3 months) Senior Business Associate, Customer Lending Centre (CLC) @ Debt Management Unit ~ Monitoring & Controlling bank accounts/loans ~ Outbound customer calling ~ Implementing mutually agreeable arrangements ~ Managing Inbound customer calls (RBS & NatWest) ~ Minimising risk to the Bank ~ Sanctioning & processing refinance loans ~ Contributing/gaining committment in Workplace-Workouts & Focus-groups ~ Participating throughout the RBS/NatWest integration programmne ~ CI ~ Fraud reporting to Credit risk/Group fraud From January 2001 to April 2004 (3 years 4 months)

Diploma in Governance Risk and Compliance, Financial Services Compliance @ international compliance association From 2013 to 2014 Certificate of Credit in Money Advice Practice, Money Advice and Financial Solutions, Pass @ Staffordshire University From 2011 to 2012 International Correspondence School From 2009 to 2011 11 GCSE, Grammar School Ed @ Loretto Grammar School for Girls From 1995 to 2000 Rachael Dip.(GRC) is skilled in: Debt Management, Change Management, Management, Project Management, Debt Settlement, Mortgage Lending, Credit, Business Strategy, Call Center, Loans, Financial Risk, Bankruptcy, Credit Risk, Pensions, Financial Services