Director, Remediation, Financial Services Consulting in London

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EY's Financial Services practice is a unique industry-focused business unit that provides a broad range of integrated services to financial institutions and other capital markets participants, including banks, insurers, wealth and asset managers and government. EY UK’s Remediation Team works across all sectors on a broad range of engagements with a diverse portfolio of clients, delivering consultancy services and support focused on the execution of remediation programmes and the management of regulatory risk. The team focuses on delivering some of the industry’s largest and most complex remediation programmes. This includes supporting firms in qualifying potential issues, root cause analysis, as well as designing and implementing past business reviews and redress schemes to remediate consumer harm.

The opportunity

Our objective is to continue being the market leader in delivering large-scale, complex remediation programmes within the Financial Services sector. We collaborate and work closely with teams across EY to design and execute technology-enabled delivery solutions that bring structure, pace and control to high profile programmes for our clients, while also building and deepening senior client relationships and identifying opportunities to support clients across the remediation lifecycle. As a Director, you will play a pivotal role in shaping EY’s remediation delivery strategy, taking end-to-end accountability for programme set-up and execution, and acting as a trusted adviser to senior client stakeholders on delivery approach, governance, risks and good customer outcomes. You will also be expected to originate and shape new opportunities, lead pursuits and proposals, and bring the best of EY to clients through strong relationship management and market-facing insight.

Your key responsibilities

• Lead complex multi-workstream programmes from mobilisation through to closure, setting the delivery strategy, establishing governance and controls, and assuring high quality outcomes.
• Typical engagements include leading, directing and assuring the design, implementation or review of:
• Past business reviews and large-scale remediation programmes for firms
• Programme design and control, including integrated plans, dependencies, RAID management, milestones, and operational execution
• Governance and operating rhythm, steering committees, working groups, decision forums, and clear escalation pathways
• Performance management and reporting including MI and insights, outcome tracking, executive dashboards and Board-level reporting
• Resource and financial management comprising budgeting, forecasting, capacity planning, and commercial oversight
• Workstream leadership across multi-disciplinary teams (operations, technology, data, risk) to deliver at pace
• Quality management incorporating assurance frameworks, outcome testing and continuous improvement across delivery lifecycle
• Delivery of FCA agreed actions including Section 166 reviews and Skilled Person engagements
• Development of programme artefacts, including policy frameworks, remediation principles and redress methodologies to scale repeatable delivery
• Originating, shaping and leading significant business development opportunities for new and existing clients

The successful candidate will be expected to:

• Provide visible leadership across EY’s largest and most complex remediation programmes, acting as the primary point of accountability for delivery, quality and outcomes
• Be a very established Programme Manager with significant experience of setting up and delivering large scale remediation programmes
• Set the overall programme strategy and delivery approach, including mobilisation, governance design, delivery controls, reporting and assurance
• Lead multiple workstreams and engagement teams concurrently, ensuring clear ownership, strong delivery cadence, and effective decision-making discipline
• Own commercial performance and programme control, including budgeting, resourcing, risk management and contractual delivery commitments
• Translate complex regulatory expectations into actionable delivery plans and operating models that teams can execute at scale.
• Operate confidently at senior levels, with strong written and verbal communication skills for Board-level reporting, regulator engagement and executive presentations
• Proactively identify and convert opportunities for EY to provide additional advisory services, leveraging existing client relationships
• Lead, or play a senior role in, the development and governance of proposals for significant new client opportunities
• Build, maintain and deepen senior client relationships, acting as a trusted adviser across remediation, regulatory risk and broader transformation agendas
• Create a high-performing team culture, mentoring senior managers and managers, and taking accountability for talent development, succession and performance outcomes
• Demonstrate a proactive, ownership-driven mindset with a clear ambition to progress to Partner and help shape the future direction of the practice

Skills and Attributes for Success:

• Demonstrate extensive programme leadership experience, including setting up and delivering large scale remediation programmes
• Proven programme leadership experience delivering large-scale, multi-workstream transformation and/or remediation programmes, with complex governance and stakeholder landscapes
• Strong programme management disciplines and the ability to establish strong delivery controls
• Working knowledge of financial services regulation and remediation, with the ability to translate regulatory expectations into executable delivery plans and measurable outcomes
• Outstanding communication skills, strong commercial acumen and the ability to provide constructive challenge at senior levels
• Highly organised, structured and disciplined, with the flexibility to operate effectively across multiple priorities and under significant regulatory and delivery pressure
• Proactive and outcomes-focused, anticipating issues, shaping solutions and driving decisions to conclusion
• Strong client-facing presence, with the ability to build trusted relationships with senior executives, regulators and external advisers
• Confident in managing ambiguity and complexity, balancing regulatory expectations with pragmatic delivery considerations
• Demonstrated ability to originate, shape and grow new business opportunities within remediation and adjacent regulatory risk services
• A collaborative leader who works effectively across EY’s wider Financial Services practice and promotes a strong, inclusive team culture

To qualify for the role, you must have some or all of the following:

• Typically, 12+ years’ experience working within Financial Services or significant experience leading large-scale remediation programmes
• Proficient in programme set-up and execution (governance, planning, controls, reporting, resourcing and budget management) with the ability to translate regulatory expectations into effective delivery plans
• Sound technical knowledge of financial products and customer-facing regulated activities (e.g. complaint handling, redress, conduct risk)
• Strong academic background, ideally to a degree level or equivalent
• FPC or QCF Level 4 qualified (preferable but not required)
• Proven experience managing, developing and sponsoring senior talent

What we look for

We are looking for individuals with a strong sense of ownership, commercial awareness and ambition to help transform the financial services industry. If you have a passion for leading some of the industry’s most complex and high-profile remediation programmes, and are motivated by progression to Partner, this role is for you.

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

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible. Join us in building a better working world. Apply now.