Overview
In this role you lead end-to-end governance of customer corrections and remediation within International Consumer. You identify and address customer harm in a timely, fair way and drive actions to prevent recurrence. You collaborate across functions to provide senior leaders with clear insight into outcomes, progress and risks. You will turn complex issues into sustainable improvements for customers and the business, shaping governance and remediation culture.
Responsibilities
- Own and maintain the end-to-end corrections and remediation framework including standards, governance, accountabilities, escalation routes and reporting
- Provide independent oversight and constructive challenge across the remediation lifecycle from issue identification to closure
- Ensure timely, accurate, consistent remediation with fair outcomes and regulatory alignment
- Coordinate remediation across operations, controls, compliance, legal, risk, product, finance, data and technology
- Lead governance for material remediation programs, chair cross-functional groups, manage risks and approvals
- Prepare updates for senior leaders on customer impact, progress, decisions and risks
- Drive root cause analysis and ensure sustainable corrective actions are tracked to completion
- Monitor trends, overdue actions and control effectiveness; escalate where needed
- Improve remediation processes through standardisation, data use, automation and lessons learned
- Support remediation culture through training and practical guidance to teams
Key requirements
- Demonstrated experience in customer remediation, corrections, conduct risk, complaints, operations, controls or related discipline within regulated financial services
- Strong understanding of customer harm, fair outcomes and vulnerability principles
- Proven experience leading complex, cross-functional remediation or change activities with senior governance
- Ability to assess impact, challenge assumptions and translate issues into actionable decisions
- Strong analytical and problem-solving skills using data and customer insights for risk assessment and decision support
- Excellent written and verbal communication; ability to prepare concise executive papers and influence senior stakeholders
- Strong judgement, ownership and attention to detail; able to work independently and manage competing priorities
- Experience designing or improving governance frameworks, procedures and control environments
- Experience leading people or delivering outcomes through teams without direct reporting lines
- Strong communication and influencing abilities
- Analytical mindset and problem-solving
- Judgement and ownership
- Governance framework design and governance reporting
- Data analysis, management information and customer insights
- Root cause analysis and remediation tracking
Corrections & Remediation Manager - Vice President in London employer: JP Morgan Chase
Morgan is an exceptional employer, offering a dynamic work culture that prioritises diversity and inclusion while fostering employee growth through comprehensive coaching and development opportunities. As a global leader in financial services, we empower our teams to drive impactful product management and AI enablement, ensuring that every employee can contribute meaningfully to our clients' success in a collaborative environment located at the heart of the financial sector.
