REQUIREMENTS

• Extensive experience leading regulatory remediation programmes in the financial services sector
• Proven ability to manage multi-workstream programmes with a high degree of complexity
• Strong expertise in governance, risk and issue management, and regulatory engagement
• Experience delivering in ambiguous, high-stakes environments with competing priorities
• Deep understanding of customer redress, including segmentation, treatment design, and communications strategy
• Demonstrated success in managing third-party relationships (e.g., legal firms, BPOs)
• Skilled in stakeholder engagement at all organisational levels, including Executive and Board
• Familiarity with audit requirements and regulatory reporting
• Experience with motor finance, PPI, or similar regulated product areas is highly desirable
• Excellent planning, communication, and organisational skills

ABOUT THE ROLE

FDM is a global business and technology consultancy seeking a Programme Manager to work for our client within the public sector. This is initially a 6-month contract with the potential to extend and will be a hybrid role that will be based in London.
Our client is seeking a seasoned Programme Manager with a proven track record in delivering complex, enterprise-wide regulatory remediation programmes within the financial services sector. This role demands strong leadership across multi-workstream environments, including data, operations, legal, complaints handling, customer communications, and engagement with BPO and legal partners. The ideal candidate will have experience driving strategic delivery in ambiguous, high-pressure contexts—particularly across motor finance, PPI, and large-scale customer redress programmes.

RESPONSIBILITIES

• Lead the end-to-end delivery of complex, high-profile regulatory remediation programmes
• Oversee multiple interdependent workstreams spanning data, operations, legal, complaints, customer contact, and third-party/vendor management
• Develop and implement governance structures, RAID management, and robust reporting mechanisms
• Engage with internal and external stakeholders—including executive sponsors, regulators (e.g., FCA), legal advisers, and BPO providers—to ensure alignment and compliance
• Drive cross-functional delivery across teams such as data engineering, business analysis, ops readiness, and customer communications
• Ensure strategic alignment of programme outcomes with organisational objectives
• Establish and chair governance forums to facilitate escalation, control, and audit readiness
• Own the customer treatment strategy, ensuring fair, consistent, and regulatory-compliant outcomes
• Adapt delivery methodologies as appropriate (Agile, Hybrid, Waterfall) to fit programme needs
• Manage dependencies and proactively address risks and issues to maintain programme momentum