Knowledge

K1: Risk and compliance framework: Broad understanding of the financial services legal and regulatory framework, the role of the different regulators (if appropriate), the implications of non-compliance for the organisation. Back to Duty

K2: Risk and compliance policies and procedures: sound understanding of the specific risk and compliance requirements for their role e.g. operational risk, financial crime, know your customer, training and competence, approved persons, conduct risk, complaints, data security. This should include both the actual legal and regulatory requirements eg financial conduct authority (FCA) handbook and the policies and procedures used by the organisation to implement these requirements. Back to Duty

K3: Industry and company understanding: Understands the role their organisation plays in financial services, the business they work in, the products and services offered to customers, the organisation’s approach to delivering fair customer outcomes, its ‘Values’, professional standards, and where their role fits in the business. Understands the function of the different areas of the organisation they need to work within their role. Basic understanding of the impact the external environment has on financial services and relevant best practice. Back to Duty

K4: Systems and processes: Understands the systems, tools and processes used in the role, together with the standards to be met, including IT tools. Back to Duty

Skills

S1: Delivering services: Uses a wide range of company systems and processes to deliver services to customers and colleagues. This may include advice to customers and colleagues based on regulatory requirements and organisation policies; working with suppliers on data security; internal reviews and audits and follow up; ensuring accurate records e.g. approved persons; supporting formal committees. Back to Duty

S2: Delivering services: Proactively meets challenging individual and team performance measures in line with company policy, Values, standards and regulatory requirements. Back to Duty

S3: Delivering services: Plans and organises their work, focusing on priorities, to meet commitments and KPIs, including regulator deadlines. Escalates when required. Back to Duty

S4: Analysis and problem solving: Analyses relatively straightforward risk and compliance problems, investigating issues e.g. fraudulent transactions, and recommending solutions. Works with data, analysing and producing required reports and management information for internal and/or external e.g. FCA use. Able to read and interpret reports, summarising required information. Back to Duty

S5: Communicating and influencing: Writes clear and concise reports and recommendations in a way that is meaningful to the recipient. Back to Duty

S6: Communicating and influencing: Deals effectively with customers and colleagues, using sound interpersonal skills and communicating well through a range of media using appropriate language e.g. phone, face to face, email. Listens actively to understand needs and adapts their style to the recipient. Influences others to ensure compliance and risk requirements are met, when appropriate. Back to Duty

S7: Teamwork: Builds and maintains strong working relationships with customers, colleagues, suppliers as appropriate. Back to Duty

S8: Teamwork: Consistently supports colleagues at all levels and collaborates to achieve results. Aware of their own role in the team and impact on others. Back to Duty

S9: Continuous improvement: Identifies opportunities to improve performance and service delivered. Takes ownership of specific changes that impact their role Back to Duty

S10: Personal development: Keeps up to date with relevant legal and regulatory changes. Seeks feedback and acts on it to improve their performance. Back to Duty

S11: Personal development: Builds their own capability through ownership of their own development, working with their manager. Back to Duty

Behaviours

B1: Honesty and integrity: Truthful, sincere and trustworthy in their actions. Back to Duty

B2: Honesty and integrity: Shows integrity by doing the right thing. Back to Duty

B3: Honesty and integrity: Maintains appropriate confidentiality at all times. Back to Duty

B4: Flexibility: Adapts positively to changing work priorities and patterns when new tasks need to be done or requirements change. Back to Duty

B5: Resilience: Displays energy and enthusiasm in the way they go about their role, dealing positively with setbacks when they occur. Back to Duty

B6: Resilience: Stays positive under pressure. Back to Duty