Summary
Overview
Work History
Education
Skills
References
Certification
Timeline
Generic

Lauren Clay

Brisbane,QLD

Summary

Dedicated Quality, Compliance, & Audit Manager with a proven track record of developing and implementing robust quality management systems and 8 years experience in the financial services sector. My expertise lie in ensuring strict adherence to regulatory requirements, identifying risk, and upholding quality standards. Adept at conducting audits, driving process improvements, and training teams to maintain the highest levels of customer service.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Assitant to Copper General Mannager

Glencore Copper Australia Services
02.2024 - Current
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Expedited project completion times due to the ability to multitask effectively under tight deadlines.
  • Enhanced team communication through effective scheduling, meeting coordination, and correspondence management.
  • Assisted managers in decision-making processes based on thorough research and analysis of available data.
  • Improved data management by creating comprehensive databases for easier access to critical information.
  • Streamlined document preparation, ensuring accuracy and compliance with industry standards.
  • Fostered positive client relationships by regularly updating them on project progress and addressing concerns promptly.
  • Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
  • Demonstrated adaptability by quickly mastering new software applications for various tasks.
  • Increased efficiency by implementing new processes and providing administrative support to management.

Quality & Compliance Process Manager

Worldpay by FIS
03.2018 - 09.2023
  • Effectively managed a demanding professional schedule to consistently meet monthly KPIs and auditing deadlines.
  • Championed continuous improvement initiatives that led to enhanced operational excellence within the organization.
  • Effectively relaying compliance requirements and issues to both internal and external stakeholders.
  • Establishing support plans for colleagues to exceed in their roles, as well as enhance knowledge of KYC & AML knowledge.
  • Actively participated in the planning, implementation, and evaluation of quality audit frameworks to assess their impact and results.
  • Conducted testing and commissioning of new technology platforms to identify evaluation requirements, ensuring systems are user-friendly and equipped to support their intended functions.
  • Led monthly stakeholder meetings that centered on fraud, compliance, customer satisfaction, and quality auditing outcomes within customer due diligence, fraud prevention, financial crime, and onboarding processes.
  • Translation of data into actionable recommendations with the goal to drive improvement in under performing departments.
  • Fostered a culture of collaboration among management by promoting open communication channels and encouraging idea sharing for optimal problem-solving strategies.
  • Strong understanding of essential regulatory procedures and the ability to apply them effectively in financial crime monitoring and KYC/AML environments.
  • Reduced potential risks with diligent monitoring of policy implementation.
  • Managed change among staff to achieve buy-in and cooperation and overcome resistance.
  • Conducted thorough root-cause analyses for issues identified within processes, resolving problems quickly to prevent recurrence.
  • Evaluated corporate business processes to align outcomes with strategic goals, corporate vision, and Financial Conduct Authority requirements.

Integrated Payments Senior Analyst

Worldpay by FIS
04.2016 - 03.2018
  • One-to-one support for customers with a 2 - 4 million revenue.
  • Examining data to draw conclusions that identify and solve complex problems.
  • Convey findings both verbally and written - linking data insight to business goals and strategies.
  • Maintaining ethical standards to ensure data privacy and security is met for our customers.
  • Completing data collection activities to ensure accuracy, consistency, and secure continued business growth.
  • Mentored junior analysts, fostering professional development while enhancing overall team performance.

ASOS Campaign, Supervisor

Teleperformance
05.2015 - 03.2016
  • Supervised a team of 10 - overseeing tasks, making sure targets were efficiently met, facilitating clear communication between my team and higher level management, and addressing team conflicts.
  • Deep diving data around exceeded case handling time and quality requirements - collating this data for wider company view.
  • Managed resource allocation and work schedules to optimise productivity.

Party Coordinator

01.2013 - 01.2015

Au Pair

05.2014 - 07.2014

Sales Assistant

Van Mildert
12.2012 - 05.2014

Team Member

Odeon Cinemas
02.2011 - 12.2012

Sales Assistant

New Look
12.2009 - 02.2011

Education

Bachelor of Arts - History

University of Sunderland
United Kingdom
06.2015

Skills

  • Positive Attitude
  • Report Generation
  • Process Mapping
  • Teamwork and Collaboration
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Operational Excellence
  • Workflow Analysis

References

  • Virginia Lawson, virginia.lawson@glencore.com.au, Copper General Manager
  • Kate Pashley, kate.pashley@fisglobal.com, Customer Due Diligence Team Manager

Certification

Critical Thinking Accreditation

Life Coaching Accreditation

Excel Certification

Data Analysis Accreditation

Quality & Customer Experience Foundation

Life Coaching Diploma

Timeline

Assitant to Copper General Mannager

Glencore Copper Australia Services
02.2024 - Current

Quality & Compliance Process Manager

Worldpay by FIS
03.2018 - 09.2023

Integrated Payments Senior Analyst

Worldpay by FIS
04.2016 - 03.2018

ASOS Campaign, Supervisor

Teleperformance
05.2015 - 03.2016

Au Pair

05.2014 - 07.2014

Party Coordinator

01.2013 - 01.2015

Sales Assistant

Van Mildert
12.2012 - 05.2014

Team Member

Odeon Cinemas
02.2011 - 12.2012

Sales Assistant

New Look
12.2009 - 02.2011

Critical Thinking Accreditation

Life Coaching Accreditation

Excel Certification

Data Analysis Accreditation

Quality & Customer Experience Foundation

Life Coaching Diploma

Bachelor of Arts - History

University of Sunderland
Lauren Clay