Credit Card Manager jobs

Role: Compliance Manager

Salary: £45,000 - £60,000

Location: Colton, Leeds

Hours: 35 per week

Job Description

First Locate is one of the UK's leading outsourced debt resolution and customer account management providers, supporting major organisations across utilities, retail, government, and financial services. With a strong focus on customer outcomes, vulnerability, and regulatory excellence, the Compliance Manager will play a key role in ensuring the business continues to operate in line with FCA requirements, Consumer Duty expectations, and industry best practice.

Reporting to senior leadership, you will provide expert compliance oversight across collections, debt resolution, customer contact, and operational processes. The role is responsible for maintaining a robust compliance framework, supporting a culture of fair customer treatment, and ensuring the business meets its regulatory obligations as an FCA-authorised firm.

So that’s us, now let’s talk about your role:

Regulatory Compliance

• Act as the subject matter expert for FCA regulations, Consumer Credit requirements, and collections-related regulatory obligations.
• Ensure ongoing compliance with the FCA Consumer Credit Sourcebook (CONC), Consumer Duty requirements, and applicable industry standards.
• Monitor regulatory developments and assess their impact on First Locate's operations, policies, and customer journeys.
• Provide practical compliance advice and challenge to senior management on regulatory risks, conduct matters, and emerging issues.
• Support engagement with regulators, industry bodies, and external stakeholders where required.

Compliance Monitoring & Assurance

• Develop and deliver a risk-based Compliance Monitoring Programme across collections, debt resolution, customer service, and payment processing activities.
• Review customer interactions, including calls, correspondence, and digital communications, to ensure regulatory compliance and positive customer outcomes.
• Conduct thematic reviews focusing on key areas such as vulnerability, financial difficulty, affordability considerations, complaints, and customer treatment.
• Identify, investigate, and report compliance breaches, ensuring effective root-cause analysis and remediation.

Customer Outcomes & Vulnerability

• Champion First Locate's commitment to treating customers fairly and delivering positive outcomes throughout the debt resolution process.
• Oversee and enhance frameworks supporting customers experiencing financial difficulty or vulnerability.
• Ensure collection strategies, communication approaches, and repayment solutions align with FCA expectations and Consumer Duty principles.
• Provide oversight of customer outcome monitoring and vulnerability reporting to support continuous improvement. First Locate's customer-focused and empathetic approach is central to its service model.

Governance, Policies & Controls

• Develop, review, and maintain compliance policies, procedures, and controls to reflect regulatory requirements and business objectives.
• Support governance forums and leadership teams through the provision of compliance MI, regulatory updates, and risk reporting.
• Ensure operational processes and controls remain effective, proportionate, and aligned to regulatory expectations.
• Contribute to internal audits, client audits, and regulatory reviews as required.

Risk Management

• Identify, assess, and monitor compliance and conduct risks across the business.
• Maintain compliance risk registers and support enterprise risk management activities.
• Investigate incidents, complaints, regulatory breaches, and control failures, recommending appropriate corrective actions.
• Drive continuous improvement initiatives to strengthen controls and reduce regulatory risk exposure.

Training & Culture

• Deliver engaging compliance training and awareness programmes across operational and leadership teams.
• Coach managers on regulatory expectations, Consumer Duty obligations, and good customer outcomes.
• Promote a strong culture of accountability, integrity, and compliance across the organisation.
• Support the embedding of compliance and customer-centric behaviours throughout the employee lifecycle.

What we need from you?

• Proven experience within a Compliance Manager, Compliance Business Partner, Regulatory Compliance, or Conduct Risk role.
• Strong knowledge of FCA regulations, Consumer Credit legislation, and the Consumer Credit Sourcebook (CONC).
• Experience within collections, debt resolution, debt purchase, financial services outsourcing, or consumer credit environments.
• Sound understanding of Consumer Duty, vulnerable customer requirements, and conduct risk management.
• Experience designing and delivering compliance monitoring and assurance programmes.
• Excellent analytical, investigation, reporting, and stakeholder management skills.
• Ability to influence at all levels and translate regulatory requirements into practical operational solutions.

Please find the full job description and a list of our great benefits attached below.