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SalaryWith over 1.3 million members RAC is one of WA's most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be "The driving force for a better WA."We are currently seeking a Quality, Risk and Compliance Manager to lead a team in our busy contact centre. In this role, you will be responsible for implementing and maintaining a comprehensive risk, compliance and quality management program, as well as providing coaching and guidance to team members on how to identify and mitigate potential compliance issues and risks, for our people in the contact centre.As our Risk and Compliance quality manager, you will have a strong understanding of working within regulatory frameworks and industry standards, as well as experience in identifying compliance risks and developing and implementing controls. Financial services industry and/or contact centre experience will be well regarded. You will have excellent communication and interpersonal skills and be able to build strong relationships with team members and stakeholders.What will you be doing?
- Refine the comprehensive Risk and Compliance management program for the contact centre, including its knowledge management function
- Lead a team to monitor the quality and Compliance of agent interactions with our members, including complaints handling
- Identify and implement controls, systems and procedures to mitigate identified risks and vulnerabilities
- Stay up to date on relevant regulations and industry standards to ensure that the contact centre is compliant and mitigates risk
- Collaborate with various departments to ensure that Risk and Compliance quality considerations are integrated into business processes and decision-making
- Develop and deliver staff policy, communications and training on Risk and Compliance quality topics
- Prepare and deliver reports and presentations for management and stakeholders on Risk and Compliance quality activities and trends
- Lead incident response and investigation efforts in the event of a risk or compliance breach.
- Secure a full-time, permanent position within your local community, where every day brings new opportunities for growth and connection
- Genuine career development pathways offering tangible advancement opportunities.
- Enjoy the endless perks such as free Roadside Assistance, discounts on RAC products and services, and a host of other benefits, including insurance, holiday getaways, and more
- An inclusive & supportive environment, enabling all abilities to strive for success.
- Professional career development & ongoing training.
- Generous discounts on home, contents & car insurance, plus free roadside assistance.
- Member benefits & opportunity to join a very active Social Club.
