Redress Operations Head
2 days in Office South London/Surrey
Permanent
£80,000
The Head of Redress Operational (complaints remedy) will have experience in the end-to-end operational oversight of a large-scale Auto Finance Commissions complaints remedy scheme, delivered through a third-party partner. The incumbent ensures that regulatory and legal requirements are translated into clear processes, controls and customer journeys, and that fair customer outcomes are delivered within time.
JOB CHALLENGES
The Head of Redress Operational must balance strict regulatory and legal expectations with the need to deliver large-scale redress activity at pace through a third-party vendor.
The role must manage complex Automotive Finance products and commission structures, high customer volumes and time-sensitive tasks while keeping a strong focus on fair outcomes and reputational risk.
You will be responsible for day-to-day decisions regarding the way that the redress operation is managed through the 3rd party vendor, within the strategy, risk appetite and policies set by the company. The role can agree operational changes with the vendor, challenge performance, request extra controls and shape continuous improvement plans where these sit within the agreed scheme design and budget.
ROLE DELIVERABLES
- The incumbent will manage the cradle-to-grave operational delivery of the Automotive Finance commissions scheme through a 3rd party vendor.
- This position requires strong governance and oversight of the 3wrd party vendor through regular performance reviews, ops capability, risk management and customer satisfaction, setting SLAs and KPIs for vendors and leading vendor forums and stakeholders (reviewing risks, incidents, complaints etc..
- Using Management Information, QA reports and customer feedback to identify trends, risks and opportunities, and drive improvements in the redress operation.
- Monitor operational capacity, volumes and backlogs within the vendor to make sure that resource plans support scheme timelines and regulatory expectations.
- Escalate emerging risks, issues or delivery challenges to the FCA Redress Scheme Director and relevant stakeholders, with clear options and recommendations.
- Work with internal stakeholders to make sure that financial, accounting and reporting processes linked to redress payments are accurate, timely and well controlled.
- Support engagement with the Financial Conduct Authority (FCA) and other external stakeholders on operational aspects of the scheme, where required by the FCA Redress Scheme Director.
- Make sure that records, documentation and MI produced by the vendor are complete, accurate and ready for internal audit, external review or regulatory scrutiny.
PREVIOUS EXPERIENCE REQUIRED
- You will experience in leading regulated redress, remediation or customer compensation programmes, ideally within financial services.
- Strong knowledge of Motor Finance products and commission structures, including the way historic sales practices affect customer outcomes.
- Experience overseeing third‑party vendors or outsourced operations, including performance review, risk management and continuous improvement.
- Strong understanding of United Kingdom regulatory frameworks linked to complaints and remediation, including the Financial Conduct Authority (FCA) and Dispute Resolution: Complaints (DISP) rules.
- Compliance and Executive teams on regulatory‑sensitive activity.
- Experience of large‑scale remediation in Motor Finance or closely related consumer credit products.
- Experience in working with external advisers and regulators on complex programmes.
- Strong ability to interpret regulatory and legal requirements and translate them into clear operational processes and controls.
PROFESSIONAL QUALIFICATIONS, VOCATIONAL TRAINING, EDUCATION LEVEL
- Educated to degree level or able to show equivalent professional experience in a relevant field, such as financial services, operations or risk.
- Strong knowledge of financial services regulation related to consumer credit and
complaints, gained through experience and/or formal training.
- Training in conduct risk, complaints handling or remediation is desirable.