Head of Customer Remediation Monitoring 14M FTC in London

Head of Customer Remediation Monitoring | London - Hybrid | 14M FTC

I’m working with a leading UK financial services organisation looking for a Head of Customer Remediation Monitoring to lead second-line oversight and assurance across customer remediation programmes and enterprise-wide issues impacting customer outcomes.

This is a senior leadership role with significant exposure to Compliance, Risk, Operations and Executive stakeholders.

Key responsibilities:

• Lead the customer remediation monitoring and assurance strategy
• Oversee a risk-based assurance plan across remediation programmes
• Provide challenge around customer harm, root cause, redress, data integrity, QA/testing and closure
• Identify emerging customer risks and ensure appropriate remediationPresent remediation progress, risks and thematic insights to senior management and committees
• Lead and develop a high-performing specialist team
• Work closely with Compliance, Risk, Operations, Complaints, Product, Legal and Data

About you:

• Strong background in customer remediation, conduct risk, customer outcomes or compliance
• Significant financial services experience in an oversight/assurance capacity
• Strong understanding of Consumer Duty, complaints, customer harm and redress
• Experience with remediation governance, data/population analysis, redress calculations and outcomes testing
• Experience with motor commissions compliance
• Comfortable providing credible challenge at Executive level
• Strong people leadership and stakeholder management skills
• Professional qualification in Compliance, Risk, Law, Accounting or Audit

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