Head of Compliance Monitoring Remediation (18 Month FTC)

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you dont tick every box. We celebrate diversity and promote inclusivity. Vacancies are available on a part-time job-share or full-time basis because we know the best person for the job isnt always available full-time. Our aim is to facilitate requests wherever possible and managers will consider requests on an individual basis.

Join the Close Brothers Compliance Team where you will lead a team responsible for providing second-line oversight monitoring and assurance over the end-to-end design delivery and effectiveness of customer remediation programmes and enterprise wide issue remediations that impact customer outcomes across Close Brothers Limited.

Working as part of the Complianceteamour ideal team member will have previous experience in conduct/customer outcomes risk governance and customer remediation including customer harm assessment root cause analysis remediation planning and closure governancewith excellent written and verbal communication skills.

RESPONSIBILITIES

• Define and periodically review the strategy for customer remediation monitoring and assurance ensuring alignment to regulatory expectations Consumer Duty (or equivalent) requirements and the firms customer outcomes ambitions.
• Own and enhance the customer remediation assurance methodology including standards for governance customer impact assessment redress principles data integrity QA/testing evidence requirements and issue closure criteria.
• Develop and maintain a risk-based customer remediation assurance plan covering remediation programmes and enterprise-wide issue remediations prioritising material customer harm regulatory commitments and delivery risk.
• Lead the teams delivery of the agreed plan with accountability for timely and high-quality assurance over remediation governance milestone progress evidence packs QA/testing outcomes and closure recommendations.
• Lead a high calibre team with the depth and breadth of skills to provide credible challenge and assurance over customer remediation programmes including data-led population identification redress calculations QA/testing and operational execution.
• Work with stakeholders in a collegiate way to build mutual respect between the business and Compliance Monitoring function.
• As a senior member of the Compliance team advocate for strong conduct and customer outcomes risk management including effective governance of customer remediation programmes and enterprise-wide issue remediation.

Developing Our People:as a line manager you will be responsible for inspiring and motivating your team as well as developing performance through coaching. You will encourage your team to take responsibility for their own personal development and provide support through regular feedback.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE:

• Considerable experience providing oversight/assurance in financial services including customer remediation programmes and/or enterprise-wide issue remediation impacting customers.
• Strong understanding of regulatory expectations in areas such as Consumer Duty and customer outcomes complaints handling (including root cause and DISP) collections and arrears management treatment of vulnerable customers and the governance and delivery of customer remediation (including redress and customer communications).
• Experience assuring key elements of remediation execution such as population identification data lineage and reconciliation redress calculation logic QA sampling outcomes testing and evidencing customer impact.
• Excellent relationship building skills.
• Credible in Executive level discussions
• Commercial approach to risk and compliance assessment.

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

• Strong knowledge and hands-on experience of using data analytics tools to identify impacted customer populations test redress calculations reconcile outputs and produce clear remediation MI/dashboards

We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format or any other adjustments are encouraged to email us at or request a call back.

ABOUT US

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending deposit taking and securities trading. We employ approximately 3000 people principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.

To find out more about Close Brothers please visit our careers page: find out more about life at Close Brothers:
find out more about our benefits:
find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion Close Brothers Group

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The Company

Close Brothers is a UK specialist banking group providing lending and deposit taking. We employ approximately 3000 people principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange.

Our specialist lending and deposit solutions include:

• Commercial: Offers specialist and predominantly secured lending principally to the SME market.
• Retail : Provides intermediated finance through motor dealers motor finance brokers and insurance brokers and savings products for individuals and corporates.
• Property: Offers residential development finance to established UK property developers funding for commercial properties and bridging and refurbishment loans.

At Close Brothers we are here to help people and businesses thrive over the long term.

Through our deep sector knowledge and expertise focus on delivering excellent and specialist service and strength of established relationships we support our customers through the cycle. Our values of deep expertise consistent service and long-term relationships embody our distinctive culture and customer-centric approach.

We also recognise our responsibility to help address the social economic and environmental challenges facing our businesses employees and customers now and into the future.

The Benefits

Private medical

Discounted health checks

Stakeholder pension contribution

Cycle to work scheme

Gym discounts

Purchase additional holiday

Documents

Required Experience:

Director

Employment Type : Contract
Experience: years
Vacancy: 1