Shape how we put things right for customers. You will lead the governance and oversight of corrections and remediation across International Consumer, helping us deliver fair, timely and consistent outcomes. Your expertise will strengthen decision-making, improve visibility of risk and address the causes of customer harm. Working with colleagues across the organisation, you will turn complex issues into sustainable improvements for customers and the business.
Job Summary
As a Corrections & Remediation Manager – Governance & Strategy - Vice President in Conduct & Customer Outcomes, International Consumer, you will lead the end-to-end governance and oversight of customer corrections and remediation. You will help us identify, assess and address customer harm in a timely, fair and consistent way while driving sustainable action to prevent recurrence. You will bring together partners across the organisation, provide constructive challenge and give senior leaders clear insight into customer outcomes, delivery progress and emerging risks.
Job 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 throughout corrections lifecycle : from issue identification, financial and non-financial harm and customer impact assessment through approval, execution including appropriate redress approaches and closure.
- Ensure remediation is delivered in a timely, accurate and consistent manner, with fair customer outcomes, customer vulnerability considerations and regulatory requirements at its core.
- Coordinate complex remediation activity across operations, controls, compliance, legal, risk, product, finance, data and technology teams.
- Lead governance for material corrections and remediation programmes, chairing cross-functional working groups and ensuring clear accountability, robust decision-making, and effective management of risks, dependencies and approvals.
- Prepare clear updates for senior leaders and relevant conduct, risk and control forums, highlighting customer impact, progress, decisions and emerging risks.
- Drive thematic reviews and root cause analysis, ensuring sustainable corrective actions are identified, agreed, owned and tracked through to completion.
- Monitor trends, repeat events, overdue actions, customer insight and control effectiveness, escalating concerns where appropriate.
- Improve remediation processes through standardisation, data analysis, approved automation, practical guidance and lessons learned.
- Drive a strong remediation culture by providing training, guidance and practical support to business and control teams
Required qualifications, capabilities, and skills
- Demonstrated experience in customer remediation, corrections, conduct risk, complaints, operations, controls, compliance or a related discipline within regulated financial services.
- Strong understanding of customer harm, fair customer outcomes, customer vulnerability and the principles that support effective remediation.
- Proven experience leading complex, cross-functional remediation or change activity involving multiple stakeholders and senior governance forums.
- Ability to assess customer impact, challenge assumptions and translate complex issues into clear decisions and practical actions.
- Strong analytical and problem-solving skills, including experience using data, management information and customer insights to assess risk, identify trends and support decision-making
- Excellent written and verbal communication skills, including the ability to prepare concise executive papers and influence senior stakeholders.
- Strong judgement, ownership and attention to detail, with the ability to work independently, manage competing priorities and escalate issues appropriately.
- Experience designing or improving governance frameworks, operating procedures and control environments.
- Experience leading people or delivering outcomes through teams without direct reporting lines.
Preferred qualifications, capabilities, and skills
- Knowledge of retail banking products and end-to-end customer journeys.
- Experience operating in a global organisation and influencing stakeholders across multiple functions, geographies and lines of business.
This role can be based in either London or Edinburgh. Occasional travel to other locations is expected, dependent on business requirements.
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