Compliance Manager

Summary

Join InDebted as their Compliance Manager and oversee adherence to legal, regulatory, and company standards in debt collection practices. This role involves evaluating agent interactions, managing compliance issues, handling complaints, and leading a compliance and audit team. The ideal candidate will have substantial experience in compliance within debt collection and possess strong analytical, communication, and problem-solving skills. You will be responsible for ensuring compliance with RG271, managing the Australian complaints handling process, and leading a compliance and audit team. The role also includes quality assurance, policy and procedure development, audit and risk management, and process improvement. InDebted offers a remote-first work environment with flexible schedules and paid leave.

Requirements

• Have previous experience in a compliance role within debt collection
• Be able to work effectively in a remote setting with a dedicated and professional workspace
• Have strong knowledge of Australian debt collection regulations
• Have experience in Financial services industry and understanding of the regulatory environment
• Possess excellent analytical, communication, and problem-solving skills
• Be detail-oriented with strong organisational and multitasking abilities
• Be able to work independently and as part of a team
• Have experience managing compliance and audit team members
• Have experience with client contractual requirements, including quarterly compliance certification
• Have a proven track record of managing the due diligence process for internal assessment and the review of external data

Responsibilities

• Ensure compliance with RG271, including monthly and quarterly AU complaints reporting
• Stay current with Australian debt collection laws and regulations
• Ensure all debt collection activities adhere to legal and ethical standards, with a focus on the Australian Consumer Law
• Lead investigations into compliance breaches, report issues to management and recommend corrective actions
• Effectively manage the testing environment to meet Australian requirements
• Oversee the Australian complaints handling process to ensure compliance with requirements
• Respond to complaints escalated to the Australian Financial Complaints Authority (AFCA)
• Manage compliance and audit team members, ensuring alignment with client contractual requirements, including quarterly compliance certification
• Lead investigations into compliance breaches, ensuring thorough documentation and resolution
• Oversee the business self-testing requirements (BST)
• Be a key member of the Change Management team, including sign off and approval of all significant changes in the business
• Conduct regular evaluations of agent interactions (both voice and digital) to assess compliance with regulatory requirements, company policies, and client expectations
• Identify areas for improvement and provide constructive feedback to agents
• Monitor and document call quality metrics, maintaining detailed records of evaluations
• Review and draft policies to ensure compliance with Australian regulations and client requirements
• Communicate regulatory updates and requirements to the business, such as implications following ASIC hardship investigations
• Track regulatory changes, develop requirements and communicate to business ensuring implementation of necessary changes
• Be a key member of the Change Management team, including sign off and approval of all significant changes in the business
• Manage the audit process, including PPMS, ISO 27001, client’s monthly call monitoring, client’s operations audit, client’s security audit, and third-party lifecycle audit
• Act as a key member of the change management team, including sign-off and approval of significant business changes
• Manage company risk tickets and the risk register
• Maintain the company’s Information Security Management System (ISMS) and oversee all compliance-related documentation
• Oversee client audits and regulatory inquiries, ensuring timely and accurate responses
• Assist with client onboarding questionnaires
• Sign off on communication templates and workflows to ensure compliance with regulatory guidelines

Benefits

• Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility
• Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life
• Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs
• Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
• Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country
• Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave