Emily Brown

Experience

• 

  Her Majesty's Prison and Probation Service (HMPPS)

  Sept 2012 - Dec 2013

  Administration Assistant
• 

  Northern Grid

  Dec 2013 - Feb 2014

  Administration Assistant
• 

  QUICKLY FINANCE LIMITED

  Feb 2014 - Jun 2021

  Keeping up to date with industry standards and guidelines to ensure that the business policies and procedures were compliant. Collating and reporting data to the external stakeholders, company directors and business operations managers. Leading the complaints department to ensure that team members were motivated and workloads delivered within regulatory timescales. Monitoring team performance to efficiently identify any risks to performance levels and drive continuous improvement. Conducting analysis of complaints data and using this to inform positive change across the business and mitigate risks. Leading audits, coaching and training sessions to support teams in meeting their KPI’s and adhering to regulatory guidance. Liaising with external stakeholders to facilitate a transparent and cooperative relationship between the business, customers and any regulatory bodies. Conducting investigations into customer records in response to complaints or feedback and producing thorough written responses. Show less

  • Complaints and Compliance Manager

    Jun 2020 - Jun 2021

  • Senior Complaints Handler

    Oct 2018 - Jun 2020

  • Complaints Handler

    Jun 2015 - Oct 2018

  • Claims Processor

    Feb 2014 - Jun 2015
• 

  Fedcap Employment

  Jun 2021 - Mar 2024

  Identifying and eliminating unnecessary complexity within business processes, leading to streamlined operations and improved efficiencyCollaborating with leadership to review key data points and identify trends gaining insight for strategic decision making Leading improvement projects using the DMAIC methodology to ensure structured problem-solving and sustainable process improvements Utilising root cause analysis methods to identify and address productivity and efficiency issues and collaborating closely with stakeholders to implement effective solutions Applying strong analytical project and product management skills to make strategic and tactical decisionsFostering a continuous improvement culture aligned with current business focus and strategy Maintaining an excellent understanding of current business processes and contractual requirements to align improvement initiatives with organisational needsBuilding and maintaining strong working relationships with departmental teams through direct engagement, ensuring seamless collaboration in improvement initiativesWorking closely with relevant stakeholders to ensure change processes are fit for purpose and adhered to Show less Creating and implementing the quality assurance framework adhering to ISO9001:2015 and industry standards. Overseeing the embedding and monitoring of the quality assurance framework across the business. Planning and leading on internal quality and compliance audits to gain assurance of expected activity and corresponding performance. Identifying trends in data, exploring root cause analysis and producing reports and summaries which outline high level findings, advice and recommendations. Managing a team to effectively support operational delivery teams with quality improvement plans to monitor performance progress, risk mitigation and to analyse the impact.Delivering training and coaching to instil a customer centric compliance culture and support with continuous improvement activity. Liaise with stakeholders to deliver performance updates and advise on the progress of development activities. Ensuring internal policies and processes are created and kept up to date in line with industry standards and funder guidance. Show less

  • Continuous Improvement Specialist

    Oct 2023 - Mar 2024

  • Quality & Compliance Manager

    May 2022 - Oct 2023

  • Senior Audit & Compliance Officer

    Jun 2021 - May 2022
• 

  Get Set UK

  Mar 2024 - now

  Quality & Compliance Manager