We are seeking a highly skilled and motivated Remediation Specialist to join our Customer Resolutions team.
Key Responsibilities are:
Strategy:
* Deliver comprehensive remediation strategies aligned with organisational goals.
* Assess the outcomes of regulatory, compliance and business reviews to determine potential customer harm and build out appropriate remediation strategies.
* Build scenario plans that assess and anticipate potential risks, whilst designing solutions that mitigate future business exposure.
* Design the “future state” of our remediations business, ensuring we are building a robust value stream.
* Implementing \"control by design\" to effectively mitigate our risks.
* Engage with stakeholders from across the business to ensure our remediation strategies and designs consider a range of perspectives, articulating options, and reaching alignment on how to proceed.
* Ensure all decisions relating to remediation strategy and design have been through the correct governance framework, gaining approval via Senior stakeholders across cross-functional teams
Delivery & Operations:
* Support the management of the end-to-end delivery of remediation projects internally and through third-party vendors.
* Monitor feedback from downstream processes and be responsive to design changes based on customer feedback, outcome testing, and assurance activities.
* Support the analysis and resolution of incidents that arise throughout the remediation.
* Contribute to a critical path plan to ensure all project milestones and deadlines are met.
* Assist in the preparation and presentation of detailed updates to senior management and stakeholders.
* Ensure all areas of remediation design stand up to scrutiny from risk, audit, and external parties.
Customer
* Deliver comprehensive remediation plans to address customer harm based on prior Business Review outputs.
* Ensure root cause analysis, designs, and processes put the customer at the heart of decision-making and consider Consumer Duty.
* Continuously improve and evolve our treatment strategies, ensuring they remain customer-focused and can be effectively implemented.
* Assess how treatment designs feed into longer-term remediation policy, assisting with the development of best practice solutions and reuseable assets.
Risk & Compliance:
* Ensure all remediation strategies and designs are compliant with regulatory requirements, compliance standards, and internal policies.
* Engage with Risk and Compliance colleagues, using their expertise to inform remediation design.
* Identify, assess, and manage risks, identifying controls to mitigate potential impact.
* Ensure all remediation activities adhere to internal controls, governance standards, and regulatory requirements.
* Hold a “control by design” mindset, considering practical and long-term solutions that mitigate downstream risk.
Role Specific
* Consider the customer through the end-to-end remediation lifecycle.
* Constructs the design and deployment of the Customer Harm definitions.
* Outlines customer treatment and business rules definitions.
* Builds the customer journey and clearly defines customer outcomes.
* Contributes to the engagement with third parties to ensure smooth end to end delivery.
This role is a contract role, paid via an Umbrella
Competitive rates/Fully Remote