Head of UK Compliance - Lebara Mobile Ltd - London
(2014-01)
Head a well-established department which is the main point of contact for all UK related disclosures on behalf of Lebara Mobile, facilitating over 800+ UK Public Authorities.
- Lead the company in being compliant with all UK Legal Telco regulatory requirements whilst managing a department to facilitate all UK Requests received
- Building strong and lasting relationships with industry stakeholders both internal and external
- Handle staff recruitment, onboarding, as well support staff learning, performance and development
- Thoroughly conversant with being up to date with the latest parliamentary changes or any lawful legislations and providing impact assessments to the senior Leadership team when necessary
- Develop and update department processes, policies, and procedures in line with the wider business Best Practice
- Achieve department objectives within SLAs set by UK Public Authorities which include ICO and OFCOM
- Regulate service management to include system accessibility, daily monitoring, trouble shooting, incident management and escalation as well as conducting regular service reviews with third party suppliers
- Produce weekly, monthly, and quarterly status reports for various stake holders
- Manage the entire department operations and security needs
- Compile and manage business strategies and contingency plans for the department operations
- Formulate and manage Risk Assessments for the department systems
- Lead on regulatory official annual audits
- Monitor system Audit logs, incident troubleshooting and management
- Manage user access/ permission rights and any security breaches or alerts
- Provide an annual system compliance Matrix to external Information Assurance stakeholders
- Negotiate 3rd party contracts
- CR/ SOW and Grant Agreement management
- Govern annual budgets between £250,000- £1million accurately year on year with 90% spend rate against proposed budget
- Project managed various multi-stakeholder projects -collaborating UK Public Authorities and specialist suppliers to pioneer a sustainable cost -effective, industry leading compliance system for Lebara -reducing the amount of reportable errors from 10% to 0% saving the company hundreds of thousands a year on paying regulatory fines and penalties
- Protecting the company from any reputational damages alongside securely handling the customer data it retains
- Manage department campaigns with Public Authorities through presenting at national at events representing Lebara through maintaining the wider company's culture, behaviour, and brand
Project Coordinator /Filmmaker - SE1 United - London
(2014-12)
- Presented unique opportunities for young people to work with organisations such as South-Bank Centre, Clothes Show, Tate Modern, Kinetika Bloco and Thames Festival
- Coordinated an educational programme (Up Grade Yourself)-providing peer mentoring for local young people; in association with Westminster School and Kings College University
- Coordinated the Made in Lambeth Project in partnership with Brook, Peabody trust and Tate Modern, managing staff needs, peer mentors (the participants) young people and the project from beginning to end including Budget, risk assessment and safeguarding
- Directed and edited the remake of the documentary film: We are the Lambeth boys 1958, in association with the Tate Modern-Festival of Britain
- Mentored 10+ young unemployed adults - in association with Future Jobs Fund, Job Centre, and South Bank Centre coaching them back into employment after being unemployed for over 6 months
- Assisted project manager to establish and run the Old Vic's young writers club; whilst encouraging young people to explore the theatrical arts, through creative writing and play reviewing
- Managed Film projects for young people (15-25yrs) to learn how to use a professional camera and edit their own films
- Project managed on-going film activities within the organisation through use of new digital media and the BFI
- Filmed and edited short documentary film for Southbank centre's Academy with E4 Udderbelly
- Documented the young people's experiences-for community and charity sponsor events
- Tutored GCSE/A level and Degree students in Film &Television, Media, Photography and STEM subjects
Customer Relations & Retentions Executive - Lebara Mobile Ltd - London
(2009-01 - 2014-12)
- Responsible for handling customer related incoming complaints
- Customer query resolution in an efficient and timely manner via phone, email, and live chat for over 1.4 million customers' worldwide
- Supported marketing and sales department with data analysis of customer trends and retention reports
- Managed high profile customer accounts to maximize relationship building and ensuring customer retention
- Assisted the customer service Director with project development for both client and internal communications
- Liaised with third party partners to resolve online payment/ transaction customer queries
- Voiceover Artist for online video tutorials and internal communications and professional IVR's for Lebara Mobile UK, Spain, Denmark, Netherlands, France, Germany and Switzerland customer services departments
Market Researcher - GFK NOP Research - London
(2007-01 - 2009-12)
- Carried out market research on behalf of leading banks, government bodies ranging from health to business economy
- communicated with doctors, nurses, local business owners, managing directors and mortgage brokers
- Managed data entry and verbatim logging; with a confident and professional telephone manner maintaining attention to detail to successfully meet daily targets
