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Remediation Operations Manager

2 months ago

Doncaster, Doncaster, United Kingdom Close Brothers Group Full time
About the Role

We are seeking a highly skilled and motivated Remediation Senior Manager to oversee remediation design, and delivery processes within our organisation. This role is crucial in understanding and addressing customer harm, ensuring effective remediation strategies are developed and implemented based on Prior Business Review outputs.

Key Responsibilities
  • Strategy:
    • Develop comprehensive remediation strategies aligned with organisational goals.
    • Integrate regulatory past business review findings into remediation program design and strategy.
    • Develop scenario plans based on analysis of past business processes to anticipate and mitigate potential risks.
    • Align team activities with business priorities and strategic goals.
  • Delivery & Operations:
    • Manage the end-to-end delivery of remediation projects internally and through third-party vendors.
    • Build and maintain a critical path plan to ensure all project milestones and deadlines are met.
    • Track and monitor spending on provisions and against deployed data and customer outcomes.
    • Prepare and present detailed updates to senior management and stakeholders.
  • Customer:
    • Develop comprehensive remediation plans to address customer harm based on Prior Business Review outputs.
    • Ensure that remediation strategies effectively mitigate identified risks and support teams to prevent future occurrences.
    • Communicate project status, updates, and outcomes effectively to internal and external stakeholders including the regulator.
  • Risk & Compliance:
    • Develop and implement robust governance frameworks to oversee remediation activities.
    • Identify, assess, and manage risks and operate controls associated with remediation projects.
    • Ensure all remediation activities adhere to internal controls, governance standards, and regulatory requirements.
    • Ensure compliance with the Financial Conduct Authority (FCA) framework and other regulatory requirements.
  • Role Specific:
    • Owns the customer through the end-to-end remediation lifecycle.
    • Owns and responsible for design and deployment of the Customer Harm definitions.
    • Owns and responsible for Customer treatment and business rules definitions.
    • Builds the customer journey and clearly defines customer outcomes.
    • Manages and leads engagement with third parties to ensure smooth end to end delivery.