Samantha Fennell

Experience

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  Forte Hotels

  Apr 2000 - Feb 2002

  Customer Services Manager
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  Teleperformance

  Feb 2002 - Aug 2011

  Head of Quality, Compliance, Risk and Testing (UK)

  Responsible for:• Multi-disciplined teams across 13 sites to deliver skilled support (ISO 9000, ISO 27001, ISO 14000), Financial Services Authority (FSA), Payment Card Industry Data Security Standard (PCI DSS), Call Centre Association Code of Practice (CCA), Direct Marketing Association Code of Practice, COPC, Data Protection Actand development of UK policy.• Implementation of new accreditations and certifications including ISO 9000, ISO 27001 and ISO 14000• Implementation of measures and processes to meet the requirements of the FSA rules and guidelines, securing FSA authorisation, including COBS, ICOBS, SYSC, dealing with Approved Persons and GABRIEL returns• Internal and external audit management and scheduling• Implementation of risk management programme in relation to compliance and information security • Retention of existing certifications and accreditations• External and third party auditing and due diligence assessments• Operational Compliance Unit (30 FTE) to assess and mitigate risk of financial services activity• Testing department • Training Approved persons and administering high level FSA measures• Development and implementation of internal policy (Information Security, Environment, TCF, Data Protection)• Liaising with internal department heads to ensure delivery of regulatory and compliance schemes• Managing relationships with counterparts at client companies including Identity and Passport Service, National Blood Service, Department of Work and Pensions, Environment Agency, Axa, Legal and General, RBS, Abbey, Peugeot, Sainsbury’s, FSA. • Liaising with international counterparts in delivering global solutions Show less

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  BHSF

  Aug 2011 - Mar 2013

  Co Sec

  Company Secretary to Group and subsidiary boards of health insurance, employee benefits and occupational health businesses, as well as to all committees including audit and compliance, remuneration, nomination and the risk committee. Acquisition of two occupational health businesses and subsequent integrationContract and agreement draftingContract novationInternal auditManagement of statutory booksData Protection managementImplementation of risk management system into affiliated organisationLiaising with company insurers and brokers and pension scheme providersManagement of business continuity plansManagement of company membersTrademark infringement Show less

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  Capita

  Jul 2013 - Nov 2015

  Head of Business Assurance and Client Management

  Head of the Business Assurance and Client Management function. Responsibilities/ achievements include: - Advising the business on legislative and regulatory requirements- Managing a business assurance team covering quality management, risk and process management and client management - Implementing a full risk management system- Implementation of a process framework and leading a project to document all all contact centre processes from a zero base- Implementing new quality management methods from a zero base to industry best practice- Achievement of certification to CCA standard Show less

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  Solicitors Regulation Authority

  Nov 2015 - Jun 2017

  Head of Quality and Business Improvement
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  National Highways

  Jun 2017 - Dec 2022

  Head of Quality Management and Assurance
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  Nuclear Decommissioning Authority

  Dec 2022 - now

  ICT Assurance