Head of Operational Redress Lloyd Recruitment•Redhill, Surrey, Surrey, UK
Head of Operational Redress
2 year Fixed Term Contract
Must be flexible on travelling to their Cardiff office.
We're supporting one of our long-term clients in their search for a Head of Operational Redress to join their FCA Redress Scheme team on a 2-year fixed term contract.
In this key role, you'll oversee the end-to-end operational delivery of a largescale Motor Finance Commissions redress scheme, delivered through a third-party partner. This is a pivotal position and is designated as an SMC-regulated role under the SMCR framework.
What you'll be doing
As Head of Operational Redress, you will guide the successful delivery of the scheme by:
* Overseeing the end-to-end redress operation managed by a third-party vendor.
* Managing performance, governance, risks, and customer outcomes.
* Setting clear SLAs and KPIs and supporting continuous improvement using MI and feedback.
* Ensuring full compliance with FCA, DISP and Consumer Duty requirements.
* Translating regulatory and legal guidance into practical and effective operational processes.
* Shaping fair, accessible and supportive customer journeys and communications.
* Monitoring capacity, volumes and backlogs to ensure scheme timelines are met.
* Leading operational governance forums and reviewing key risks.
* Raising issues promptly with well-reasoned recommendat...
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