Retail Remediation Manager - Policy, Control, Acceptance and Oversight

at  Close Brothers Group

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
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. The ideal candidate will have a strong background in Rectifications in particular data analysis, project management, design thinking, and customer harm treatment design specifically in remediation situations. This position involves leading a virtual team, collaborating with cross-functional departments and third parties, managing business priorities, responding to regulatory outputs, and ensuring the efficient and effective implementation of remediation strategies. The colleague will report directly to the programme sponsor

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE:

• Rectification design & delivery experience within Financial services
• Leadership within a rectification or remediation environment
• Knowledge of financial services regulatory agenda
  We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at recruit.ssc@closebrothers.com or request a call back.

ABOUT US

For roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.
To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers

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

• Responsible for Reporting and Regulatory engagement.
• Liaison point and owner for the design of business process and risk & control framework.
• Delivers all reporting and outbound engagement from the Function.
• Builds reusable assets and responsible for creating remediation policy.
• Supports wider group by onboarding new issues into workflow
• Liaises with audit and ensure end to end remediations delivered safely