Head of Customer Remediation Monitoring

Head of Customer Remediation Monitoring - 14 month FTC

About the Opportunity

An exciting opportunity has arisen for an experienced compliance and customer outcomes professional to lead a specialist second-line oversight and assurance team responsible for monitoring customer remediation programmes and enterprise-wide issue remediation activities.

This is a high-profile leadership role offering significant exposure to senior executives, risk committees, and key stakeholders across a complex financial services organisation. The successful candidate will play a critical role in ensuring customer remediation activities are effectively governed, delivered at pace, and achieve fair and sustainable customer outcomes.

Key Responsibilities:

• Lead the development and ongoing enhancement of customer remediation oversight and assurance frameworks.
• Establish assurance methodologies covering governance, customer impact assessments, redress principles, data integrity, testing, and closure criteria.
• Build and develop a high-performing team with expertise across customer remediation, conduct risk, operational assurance, and analytics.

Oversight & Assurance

• Develop and execute a risk-based assurance plan covering customer remediation programmes and significant issue remediation initiatives.
• Provide robust challenge and independent oversight of remediation governance, progress, customer impact assessments, redress methodologies, testing outcomes, and closure recommendations.
• Monitor emerging customer risks and regulatory developments to inform assurance priorities.
• Partner with Internal Audit and other assurance functions to ensure effective coordination and minimisation of duplication.
• Challenge root cause analysis and ensure lessons learned are embedded to strengthen the wider control environment.
• Present insight, assurance findings, and remediation progress to executive-level governance forums and committees.

Leadership & Stakeholder Engagement

• Lead, coach, and develop a diverse team, fostering an inclusive and high-performance culture.
• Build strong relationships with business leaders and key stakeholders across risk, compliance, operations, finance, legal, customer, and transformation functions.
• Act as a trusted advisor, providing pragmatic challenge while supporting effective customer outcomes.

About You:

We're looking for a senior professional with deep expertise in conduct risk, customer outcomes, and customer remediation within financial services.

• Significant experience overseeing or assuring customer remediation programmes and/or large-scale issue remediation initiatives.
• Strong understanding of regulatory expectations relating to customer outcomes, Consumer Duty, complaints management, vulnerable customers, and redress programmes.
• Experience challenging and reviewing key remediation activities including:
• Population identification
• Data lineage and reconciliation
• Redress calculations
• QA and outcomes testing
• Closure governance
• Strong stakeholder management skills with the credibility to engage and influence at Executive level.
• Excellent communication and presentation skills.
• Ability to balance robust oversight with commercial pragmatism.
• Experience using data analytics to support remediation assurance, customer population identification, redress testing, and management reporting.
• Professional qualification in compliance, risk management, auditing, law, or accounting.

#J-18808-Ljbffr