Compliance Manager

About InDebted
InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.
Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.
About the role:
The Compliance Manager will oversee and ensure 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
Duties and Responsibilities:

Compliance Management & Monitoring:

• Accountable for ensuring 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.

Complaints Handling:

• Oversee the Australian complaints handling process to ensure compliance with requirements.
• Respond to complaints escalated to the Australian Financial Complaints Authority (AFCA).

Team Leadership and Management:

• 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).
• Key member of the Change Management team, including sign off and approval of all significant changes in the business.

Quality Assurance:

• 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.

Policy and Procedure Development:

• 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.
• Key member of the Change Management team, including sign off and approval of all significant changes in the business.

Audit and Risk Management:

• 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.

Process Improvement:

• Sign off on communication templates and workflows to ensure compliance with regulatory guidelines.

Experience and Skills:

• Previous experience in a compliance role within debt collection is highly desirable.
• Ability to work effectively in a remote setting with a dedicated and professional workspace.
• Strong knowledge of Australian debt collection regulations.
• Experience in Financial services industry and the understanding of the regulatory environment.
• Excellent analytical, communication, and problem-solving skills.
• Detail-oriented with strong organisational and multitasking abilities.
• Ability to work independently and as part of a team.
• Experience managing compliance and audit team members.
• Experience with client contractual requirements, including quarterly compliance certification.
• Proven track record of managing the due diligence process for internal assessment and the review of external data.

Our 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 flexibilityFlexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and lifeFlexible 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 needsRemote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivityWork 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 countryGender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave
Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.
At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.