Karen Henningsen

• Maintained up-to-date knowledge of applicable laws and regulations.
• Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
• Leveraged technology solutions for efficient tracking and reporting of compliance-related activities and metrics.
• Responded to employee inquiries regarding compliance regulations and procedures.
• Completed field checks to verify licenses and permits for various business.
• Managed practical action plans to respond to audit discoveries and compliance violations.
• Collaborated with internal and external stakeholders, auditors and legal counsel to confirm compliance with applicable laws and regulations.
• Streamlined reporting processes for improved efficiency in submitting data to regulatory agencies.
• Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
• Managed relationships with regulators, maintaining open lines of communication to ensure transparent operations.
• Mitigated legal risks by proactively identifying gaps in existing policies and recommending improvements.
• Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable laws.
• Implemented successful remediation efforts following audit findings, minimizing adverse consequences for the organization.
• Promoted a culture of continuous improvement through ongoing evaluation and refinement of compliance program elements.
• Developed and maintained compliance database, tracking all compliance activities and documents.
• Created and maintained compliant work environment.
• Demonstrated adaptability in response to evolving industry standards, maintaining best practices in a dynamic regulatory environment.
• Developed risk assessment models to identify potential compliance risks.
• Identified, investigated and documented compliance violations and recommended corrective measures.
• Enhanced regulatory compliance by developing and implementing comprehensive policies and procedures.
• Evaluated new regulations for potential impact on business operations, taking proactive measures to ensure readiness for implementation.
• Advised senior management on strategic planning initiatives, incorporating compliance considerations into decision-making processes.
• Monitored and assessed compliance risks associated with operational processes and procedures.
• Designed risk assessment frameworks to evaluate organisational vulnerabilities and prioritise areas requiring attention.
• Identified gaps in existing compliance processes and recommended updates.
• Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
• Developed and implemented corrective action plans for non-compliance issues.
• Maintained up-to-date knowledge of current and emerging compliance regulations.
• Ensured timely identification of potential issues by establishing robust monitoring systems and controls.
• Developed comprehensive training programs to increase employee awareness of compliance requirements and expectations.
• Evaluated and monitored supplier and partner relationships to support compliance.
• Skilled at working independently and collaboratively in a team environment.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Proved successful working within tight deadlines and a fast-paced environment.
• Identified issues, analysed information and provided solutions to problems.
• Proven ability to develop and implement creative solutions to complex problems.
• Learned and adapted quickly to new technology and software applications.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.

Perform key control and compliance design effectiveness and operational effectives testing.

• Support analysts, advisors and management to understand key controls and compliance requirements by; developing and writing definitions of controls, design adequateness and operating effectiveness test scripts
• Identification of weaknesses and insights into the risk and control environment and recommend remediation where appropriate
• Contribute to the planning of the team direction and strategy and own work
• Management of key stakeholder relationships
• Identify, escalate and deliver findings
• Effectively communicates orally and verbally including delivery of findings through reporting activities and meetings.

• Understand the broader risk requirements (compliance, policy, legislative, regulatory, audit, reporting, and Business Continuity Management agenda and likely impacts)
• Ensure Stakeholders and their teams understand the intent, purpose and importance of risk management
• Deliver and support monitoring and supervision and quality assurance solutions that meet the business requirements and are aligned with strategy and standards
• Suggest alternate solutions to a given issue / business need, providing balanced and practical advice
• Ensure appropriate processes and procedures are in place to drive two-way communication and outputs from support teams such as analytics, reporting, risk and compliance, incident management, and frameworks and governance
• Support real sustainable change in the way we do business to minimise risk, drive compliant outcomes and an exceptional and consistent customer experience
• Regular report writing, insights and communication to key stakeholders to shape a managed risk environment and drive informed decision making
• Prepare reports and commentary and project support as required
• Support new projects and initiatives and participate in continuous improvement of quality assurance programs
• Schedule and manage time that balances work delivery, career development and resource utilisation
• Support partnered activities
• Contribute to the team, business and group priorities and drive these with a sense of purpose
• Collaborate across and within teams and build strong relationships with customers to match the right solution to each customer's needs
• Understand what is expected, taking accountability to resolve problems and set high personal standards to deliver timely results in a changing environment
• Build strong relationships, working effectively in diverse and flexible teams, take ownership for learning and development and act to enhance own and others' safety and wellbeing
• Driver of innovation, removing blockages and anticipating and adapting to changing market and business challenges.

• Utilise Superior customer service skills to coach Specialists to deliver a genuine customer experience and to achieve the set goals
• Provide ongoing feedback and suggestions to further enhance the BLC training programs
• Conduct tailored one on one/team-based coaching and training sessions as required by the leadership team
• Utilise appropriate understanding of coaching principals to generate improvement in consultant performance relevant to leader and Centre's strategic direction
• Quality assesses inbound and outbound calls, emails and faxes according to the approved quality assurance and compliance framework
• Contribute to the ongoing development of the quality assurance and compliance framework to ensure the framework is complimentary to the Contact Centre service offering
• Use findings from the quality assurance assessments to provide feedback on how the Contact Centre achieves the agreed Customer Satisfaction and First Call resolution targets
• Delivery of Contact Centre reporting including detailed and insightful analysis of call drivers and customer experience in line with agreed timeframes
• Contribute to the ongoing process development and re-engineering
• Management of regular call calibration sessions, coordinating the pre-work assessments and any follow up tasks.