Sammuel Akuma
Heckmondwike
Summary
Detail-oriented Complaints and Compliance Officer with extensive experience in regulatory compliance and a strong knowledge in data protection and privacy regulations. Passionate about transitioning into data protection roles, I bring a commitment to continuous learning and a proactive approach to staying updated on data privacy trends and legislation. Eager to leverage my compliance background, strong analytical skills, and dedication to privacy best practices to contribute to robust data protection solutions in a dynamic organisation.
Overview
5
5
years of professional experience
Work History
Complaints and Compliance Officer
Yorkshire Housing
12.2023 - Current
- Conduct internal audits to assess compliance with policies and regulatory requirements
- Provide guidance and training to staff on regulatory changes and complaint management protocols
- Monitor compliance trends and analyse data to identify potential risks or areas for improvement
- Assist with the preparation of compliance reports for senior management and regulatory authorities
- Ensure GDPR and other data protection regulations are adhered to during complaint handling.
- Managed relationships with regulators, maintaining open lines of communication to ensure transparent operations.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Promoted a culture of continuous improvement through ongoing evaluation and refinement of compliance program elements.
- Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
Complaints Case Manager
Barclays UK
05.2022 - 09.2023
- Complete internal quality assurance audits, reviewing representative samples against internal and external standards
- Train individuals and teams to ensure adherence to internal quality standards and statutory and legislative requirements
- Assist in creating comprehensive MI and reports detailing trends and root cause analysis to derive insights on complaints management
- Take ownership for Investigating and resolving FCA regulated complaints from receipt to final response, ensuring regulatory obligations, and internal SLAs are met
- Develop and conducting training programs for staff on quality assurance practices and effective complaint handling.
Complaints Case Manager
LifeSearch
02.2021 - 04.2022
- Investigate and resolve complex customer complaints, identifying root causes and recommend corrective actions to prevent recurrence
- Develop and update complaint handling policies and procedures to ensure consistency and effectiveness in addressing customer issues
- Maintain accurate records of all complaints, investigations, and resolutions to ensure transparency and accountability
- Ensure that FCA and internal regulatory standards for advice provision are met.
Complaints Case Manager
Lloyds Banking Group
01.2020 - 12.2020
- Communicate with customers to attempt resolution at the first point of contact and keep them updated throughout the resolution process
- Investigate complaints and draft acknowledgements & final responses within the regulatory timeframes
- Assist with Customer Service projects and support the department lead with activities when necessary
- Work with various departments to address systemic issues and implement solutions based on complaint data and feedback.
Education
Certified Information Privacy Manager (CIPM) -
IAPP
10.2024
BCS Practitioner Certificate in Data Protection -
British Computer Society
07-2024
Certificate in Financial Services -
Charted Insurance Institute
01.2017
Level 6 Management And Leadership -
Charted Management Institute
01.2015
2:1 BSc. (Honours) Business Management -
University of Huddersfield
01.2015
Skills
- Regulatory Knowledge
- Risk Assessment & Mitigation
- Strong Organisational & Investigative Skills
- Attention to Detail
- Problem-Solving Skills
- Training and Awareness
- Quality Assurance
- Stakeholder management
- Compliance Monitoring
- GDPR Knowledge
- Privacy Program Management
- Excellent Communication
References
References are available on request.
Timeline
Complaints and Compliance Officer
Yorkshire Housing
12.2023 - Current
Complaints Case Manager
Barclays UK
05.2022 - 09.2023
Complaints Case Manager
LifeSearch
02.2021 - 04.2022
Complaints Case Manager
Lloyds Banking Group
01.2020 - 12.2020
Certified Information Privacy Manager (CIPM) -
IAPP
BCS Practitioner Certificate in Data Protection -
British Computer Society
Certificate in Financial Services -
Charted Insurance Institute
Level 6 Management And Leadership -
Charted Management Institute
2:1 BSc. (Honours) Business Management -
University of Huddersfield
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