Teams at Mars Capital

The Customer Assurance Executive delivers first-line assurance and control testing across customer and operational processes. Responsibilities include identifying risks and control gaps, supporting RCSAs, tracking remediation actions, maintaining policies and governance frameworks, and producing risk and control-effectiveness reporting for senior stakeholders and board committees. The role also promotes regulatory compliance, customer-focused outcomes, continuous improvement, and effective stakeholder engagement across operational, risk, and governance teams.

Manage workforce planning, forecasting, scheduling, capacity, telephony operations, outbound campaigns, and performance reporting across customer-facing, arrears, fulfilment, and recoveries teams. The role owns Amazon Connect, Acqueon Dialler, and SMS-related platforms; monitors service levels and regulatory compliance; develops managers; leads optimisation and efficiency initiatives; and provides cross-functional capacity and portfolio insights.

Supports client mandate governance, contractual obligation oversight, client queries, invoicing, audits, reporting, KPI and SLA analysis, customer experience reviews, policy changes, and change requests. The role maintains governance documentation, coordinates meetings and actions, prepares management information, monitors audit findings, and supports service improvement and client relationship management within a highly regulated financial services environment.