Monika Stankovicova

Providing support to the business areas with Compliance and Assurance Management by developing and maintaining the compliance framework, ethical business practice, regulatory reporting and assurance to enable Southern Water to meet its regulatory requirements and improve the culture of compliance.

•Assisting the Head of Risk and Compliance in undertaking the Company assurances and audits
•Independently preparing and delivering Compliance Assurance Reviews that assess the adequacy of design, and the effectiveness of compliance with legal and licence Obligations. Defining scopes for Compliance Assurance Reviews

•Undertaking second line assurance to support the business in managing the regulatory obligations by offering guidance and insight, whilst also providing assurance in the effectiveness of key controls and governance.

•Performing annual assurance and audit activities for the directorates to support the submission of the annual reports and OCFs audits which are associated with our Annual company reports to our regulators.

•Conducting thorough compliance assessments to verify adherence to regulatory requirements and internal policies. Assurance focuses on the reliability, effectiveness and efficiency of processes and control to confirm that an organisation's systems and processes are functioning as intended.

•Planning and execution of operational, regulatory and compliance audits across the business

•Assessing the effectiveness of internal controls, processes and risk management practices.

•Documenting audit findings, prepare reports with recommendations and shared with key and senior stakeholders

•Monitoring adherence to company policies, ethical guidelines and regulatory requirements

•Collaborating with teams to understand operations and foster an environment of continuous improvement

•Following up on the implementation of audit recommendation and measure their outcomes

•Undertaking ad-hoc assignments and special projects as required
•Provide support to management on the regulatory landscape and specific requirements to ensure compliance with statutory and regulatory obligations
•Support the delivery of internal and external assurance programmes over non-financial regulatory reporting and regulatory action plans, facilitating the assurance process, and liaising with internal teams to drive appropriate action in response to assurance outcomes.
•Support delivery of improvements in controls and assurance, regulatory reporting and information management
•Support the maintenance and improvement of the compliance management framework for oversight of regulatory compliance (people, processes, procedures and systems reporting)
•Support process owners and SMEs (subject matter experts) to develop, maintain and improve control systems to ensure compliance with regulatory guidelines and internal policies and improve the quality of our regulatory reporting, assurance and oversight against non-financial regulatory obligations.

•Support the team with ad hoc assurance and compliance critical business activities

•Building and maintaining client relationship across the business.

Responsible for providing effective and accurate planning, scheduling, cost & risk management services, and play a key component in providing insight and understanding of the business regulatory commitments. This insight supported Programme and Portfolio Managers and key stakeholders in facilitating informed decisions, enabling the achievement of strategic outcomes.
• Collating, analysing and presenting information to provide insight to Programme and Portfolio Management to support the effective and efficient delivery of corporate outcomes.

• Change Management and Assurance of regulatory change controls. Providing support and guidance to the business on the RCR processes and documentation.
• Evaluating and improving processes and documents related to regulatory requirement and liaise with key business stakeholders to understand and escalate any changes, risks and opportunities.
• Exerting significant influence on standardisation of processes and procedures, and be accountable for ensuring that compliance, and governance processes are maintained in all aspects of project, programme and portfolio planning, delivery.
• Providing clear recommendations and strategic advice of interventions that will support the successful delivery of the Capital Investment Programme, and are responsible for ensuring threats and opportunities in relation to the Portfolio or programme are transparent, and dynamically kept up to date.
• Providing support and analysis, for the annual budget setting activity, to facilitate the agreement of the budget being completed in line with corporate deadlines.
• Driving continuous improvements, through utilising the systems, tools and data and possibly further develop these systems/tools to increase efficiencies within the role.

-Leading a team of Support Engineers for level 2 and level 3. Review and coach the team in best practices around incident handling, both communications and technical case handling. Provide real time feedback. Manage the workload of the Support Engineers to ensure SLAs are met workload is prioritized correctly. Identify team members' development and training needs.

- Managing the team daily, ensuring effective deployment of skills and resources to ensure all service levels and client requirements are met or exceeded.

-Managing, triaging, and prioritizing client issues including ownership of incidents and change requests.

-Implementing an Incident and Problem management process, based on ITIL, aligning this with the other support and delivery teams.

- Implementing and managing a problem management process to identify weaknesses in the RDT products and/or client processes, hardware and supporting software and owning the outcomes of the root cause analysis process

-Proactively working with the RDT agile teams through the handover of new functionality into support.

-Effectively convey root cause analysis of issues to software development staff for process/software changes.

-Monitor and advise on the RDT change process

-Communicate with account managers and/or customers on Support incidents and provide feedback to customers on status.

-Ensure visibility is provided internally for all incidents and provide feedback on progress, constraints, and dependencies with supporting reports.

-Provide client reports and metrics on the KPIs, SLAs and additional metrics in accordance with Customer Service Level Agreements.

-Producing of a suite of Internal Reports that can be used to create a consolidated management report for Head of Managed Services/Client Services Manager and Executives, continuous improvements to the reports.

-Attend client review meetings and representing the Managed Service Team –

- Collaborate closely with Delivery and QA to facilitate a smooth release process

-Managing the weekly/fortnightly/monthly clients’ update calls as appropriate; taking minutes and actions

-Involved with managing the flow of work and allocation of tasks to Software Engineers for Enterprise and Managed Service clients

-Administer the CAB (Change Advisory Board) process: issuing agenda, chairing the sessions, creating action points, and updating the internal system/CR backlog. Provide advice on CR process to internal and external customers.

-Daily reporting of all and any immediate defects to the Senior Management and managing process through to resolution

-Client liaison and co-ordination on software release timetables for Enterprise

-Ensure all work by the team is correctly and promptly accounted for within the time recording system with relevant information recorded on Replicon

-Keep Client “pro-formas” up to date (e.g., versions, number of users) on SharePoint

-Updating the various internal records on the .clients upgrades, releases, patches and functionalities

-Provide support to the Head of Managed Services CST Manager, by maintaining good knowledge of workload and current issues and by being able to solve issues and answer queries in their absence