Senior Consultant, Conduct Remediation & Redress

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Senior Consultant, Conduct Remediation & Redress

Location: London

Other locations: Primary Location Only

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The Opportunity

EY's Financial Services practice is a market-leading business unit providing integrated consulting services to banks, insurers, wealth managers and other financial institutions.

Our Remediation team supports clients in identifying, assessing and resolving complex regulatory and conduct issues. We work on some of the UK's largest remediation and customer redress programmes, helping clients understand root causes, assess customer impact, design remediation approaches, deliver redress, and respond to regulatory expectations. Our team works across the full remediation lifecycle, from issue identification and diagnosis through to remediation design, mobilisation, execution and closure.

The team specialises in conduct remediation and customer redress programmes rather than financial crime or KYC remediation activities. We are looking for experienced professionals who can operate in a consulting environment while supporting the delivery of large-scale remediation programmes and taking ownership of key workstreams and deliverables.

Your Key Responsibilities

• Support the design, mobilisation and delivery of remediation and redress programmes.
• Assist clients in identifying, assessing and scoping regulatory and conduct issues.
• Support root cause analysis and issue assessment activities.
• Design and execute past business reviews, customer remediation exercises and redress schemes.
• Support firms responding to FCA interventions, regulatory reviews and Section 166 reviews.
• Develop remediation methodologies, procedures, policies, guidance and governance documentation.
• Produce client deliverables including reports, presentations, recommendations and regulatory submissions.
• Take ownership of specific workstreams or deliverables within larger projects.
• Support and oversee remediation execution activities including quality assurance, quality control, review populations, harm assessments and customer outcome testing.
• Coordinate and support junior team members, offshore teams and review populations where appropriate.
• Work closely with colleagues across Technology, Data and broader Financial Services Consulting teams to deliver integrated client solutions.
• Support engagement planning, risk management and project delivery.
• Contribute to business development activities, client proposals and market opportunities.

Whilst experience in complaints handling, file review, quality control, quality assurance or operational remediation activities is valuable, this role requires broader remediation delivery experience and the ability to operate in a client-facing consulting environment.

Successful candidates should demonstrate ownership, initiative and the ability to contribute to remediation design, governance, mobilisation and delivery activities, rather than execution activities alone.

What We're Looking For

Successful candidates will demonstrate experience across multiple stages of the remediation lifecycle, including:

• Issue identification and assessment
• Root cause analysis
• Remediation design and implementation
• Past business review execution
• Customer redress activities
• Governance and reporting
• Quality assurance and quality control oversight

Candidates should be able to demonstrate ownership of a workstream, project area or significant deliverable, rather than solely operating as a reviewer, case handler or complaints investigator.

Experience working with customer populations, remediation datasets, operational delivery teams or data-driven customer impact assessments is highly desirable.

• Strong understanding of UK financial services regulation and conduct risk.
• Current awareness of FCA priorities and emerging remediation and redress themes.
• Experience operating within large and complex remediation programmes.n
• Ability to manage multiple priorities within fast-paced delivery environments.
• Strong written and verbal communication skills.
• Strong stakeholder management and relationship-building capability.
• Ability to operate effectively in ambiguous and evolving client situations.
• Commercial awareness and consulting mindset.
• Proactive problem-solving approach.
• Experience coordinating teams, reviewers or delivery resources.
• Ability to balance customer outcomes, regulatory expectations and commercial considerations.

Highly Desirable Experience

• Consulting experience within a professional services environment.
• Experience leading small project teams or remediation workstreams.
• Experience designing remediation methodologies, operating models, procedures or frameworks.
• Experience supporting target operating model design and remediation mobilisation activities.
• Experience across multiple financial services products and sectors.
• Experience supporting regulatory reviews, FCA interventions or Skilled Person reviews.
• Experience working with data, analytics or technology-enabled remediation solutions.

What we offer

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with MyReward you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

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EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.