Morson Edge (Financial Services)
Head of Customer Remediation Monitoring 14M FTC
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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 remediation
- Present 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
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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
- 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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