Nicolle Mitchell-Sylvester
Summary
Compliance leader with a strong track record of designing and embedding regulatory frameworks across consumer credit and fintech environments. Experienced in leading Consumer Duty implementation, developing customer outcome frameworks, and strengthening governance across lending, product, and operational functions.
Skilled in translating complex regulatory requirements into practical, scalable solutions that improve customer outcomes while supporting commercial objectives. Known for driving thematic reviews, influencing senior stakeholders, and embedding robust monitoring and assurance frameworks across the first and second line.
Brings deep experience across affordability, vulnerability, complaints, and financial promotions, with a focus on identifying root causes, reducing customer harm, and enabling sustainable business growth within FCA expectations.
Overview
12
12
years of professional experience
Work History
Senior Compliance Manager
ClearScore Technology Ltd
04.2025 - Current
- Led Consumer Duty reporting to Board and Risk & Audit Committee, providing clear oversight of customer outcomes, emerging risks, and strategic improvement areas
- Designed and implemented Customer Outcomes dashboards from the ground up, defining key metrics, RAG thresholds, and monitoring structures to enable data-driven governance
- Led the successful applications process for the firms FCA permissions expansion.
- Developed and embedded the organisation’s Vulnerable Customer Framework, aligned to FCA expectations, strengthening identification, tagging, and support across customer journeys
- Led cross-functional product reviews under Consumer Duty, assessing customer outcomes, fair value, and target market alignment, influencing product and distribution decisions
- Developed Target Market and Distribution documentation, strengthening partner oversight and ensuring alignment between product design, distribution strategy, and regulatory expectations
- Provided strategic compliance guidance on new initiatives and product development, ensuring regulatory considerations were embedded early in decision-making
- Led cross-functional remediation activity, conducting root cause analysis and delivering structured remediation plans to address identified regulatory risks
- Provided regulatory guidance across multiple markets (including South Africa and Australia), supporting cross-market initiatives relating to consumer credit, Mortgages and Insurance products.
Senior Compliance Manager
Evergreen Finance
11.2023 - 03.2025
- Led the implementation of Consumer Duty, embedding monitoring frameworks, governance structures, and customer outcome assessment across the business
- Designed and led the compliance monitoring programme, establishing a risk-based approach to oversight and strengthening second-line challenge
- Developed and implemented QA and compliance assurance frameworks, improving consistency and effectiveness of monitoring activity
- Reviewed and approved financial promotions, providing robust challenge to ensure compliance with FCA requirements and fair customer communication
- Established and maintained supplier oversight frameworks, strengthening third-party risk management and regulatory alignment
- Led internal remediation activity following incidents, conducting root cause analysis and delivering structured remediation plans to reduce risk of recurrence
- Provided strategic compliance advice to senior stakeholders, influencing operational, product, and policy decisions
- Contributed to Risk & Compliance Forum and Operations Committee, presenting compliance insights, monitoring outcomes, and emerging risks
- Led the development and oversight of AML frameworks, including customer due diligence, enhanced due diligence, sanctions screening, and transaction monitoring, ensuring both regulatory compliance and ongoing risk mitigation through continuous monitoring and adaptation.
Compliance Monitoring Manager
Salary Finance
11.2021 - 11.2023
- Developed and implemented a comprehensive conduct risk and compliance monitoring framework to ensure adherence to regulatory standards.
- Conducted thematic reviews and deep dives into key risk areas to identify root causes and implement recommendations that enhanced policy and process improvements.
- Developed comprehensive consumer duty management and reporting frameworks to enhance governance oversight.
- Presented compliance monitoring findings and recommendations to senior leadership and governance forums to enhance regulatory adherence.
- Conducted horizon scanning and regulatory analysis to enhance business strategy and compliance.
- Reviewed and approved financial promotions to ensure alignment with conc and FCA principles.
- Provided strategic advisory on Consumer Credit matters while guiding product devlopment, risk managment, and responsible lending strategies
- Led the development and oversight of AML frameworks, including customer due diligence, enhanced due diligence, sanctions screening, and transaction monitoring, ensuring both regulatory compliance and ongoing risk mitigation through continuous monitoring and adaptation.
Complaints Specialist
Swift Advances
07.2017 - 07.2021
- Led root cause analysis of complaints, identifying systemic issues and driving improvements to processes, customer journeys, and staff training to reduce recurring customer detriment
- Designed and implemented the complaints quality assurance framework, improving consistency, oversight, and regulatory alignment in complaint handling
- Produced and presented complaints MI and thematic insights to senior stakeholders, supporting governance forums and informing business improvements
- Managed complex and high-risk complaints, ensuring fair and consistent outcomes in line with DISP, MCOB and ICOB requirements
- Acted as key liaison with the Financial Ombudsman Service, supporting investigations into escalated complaints and influencing case outcomes
Regulatory Associate
Financial Conduct Authority
12.2016 - 06.2017
- Assessed fitness and propriety of approved persons to support effective regulatory decision-making for controlled functions.
- Identified and escalated potential regulatory breaches to enhance supervisory oversight and inform enforcement considerations.
- Guided internal and external stakeholders on FCA handbook and regulatory requirements to ensure compliance and mitigate risks.
- Oversaw a portfolio of cases to ensure timely and risk-based decision-making.
Consumer Consultant
Financial Ombudsman Service
03.2015 - 09.2016
- Investigated complex financial disputes, applying regulatory rules and fair outcome principles to reach independent, evidence-based decisions
- Communicated decisions clearly to firms and consumers, influencing business practices and driving improvements in customer treatment
- Identified recurring issues and emerging risks, contributing to process improvements and wider organisational insight
- Managed a high-volume caseload, prioritising effectively to meet service standards while maintaining quality and consistency of outcomes
Customer Service Representative
HSBC UK
03.2014 - 03.2015
- Supported customers with banking products and services, ensuring clear communication and alignment with their needs
- Applied AML and KYC requirements when onboarding and servicing customers, maintaining compliance with regulatory and internal control standards
- Identified and resolved customer issues, contributing to improved customer experience and fair customer outcomes
- Maintained accurate records and adhered to internal policies, procedures, and regulatory requirements across all customer interactions
Education
Diploma of Higher Education - Anti-Money Laundering and Financial Crime
International Compliance Association
London01-2026
LLB Bachelor Honours - Law
BPP University
London01-2014
Skills
- Regulatory compliance
- Leadership
- Regulatory affairs
- Project management
- Governance frameworks
Timeline
Senior Compliance Manager
ClearScore Technology Ltd
04.2025 - Current
Senior Compliance Manager
Evergreen Finance
11.2023 - 03.2025
Compliance Monitoring Manager
Salary Finance
11.2021 - 11.2023
Complaints Specialist
Swift Advances
07.2017 - 07.2021
Regulatory Associate
Financial Conduct Authority
12.2016 - 06.2017
Consumer Consultant
Financial Ombudsman Service
03.2015 - 09.2016
Customer Service Representative
HSBC UK
03.2014 - 03.2015
Diploma of Higher Education - Anti-Money Laundering and Financial Crime
International Compliance Association
LLB Bachelor Honours - Law
BPP University