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Contract Type: 9-Month Fixed-Term Contract (FTC)
Start Date: ASAP
Seniority Level: Senior Manager
Role Overview
We are looking for a highly experienced Delivery Senior Manager to lead the end-to-end delivery of complaints handling and remediation programmes. This role is critical in ensuring effective resolution, regulatory compliance, and enhanced customer outcomes across complex financial services environments.
You will work closely with cross-functional teams including Legal, Compliance, Customer Service, Risk, and Technology, while also supporting client-facing activities such as proposals and business development.
Key Responsibilities
* Lead large-scale complaints and remediation initiatives from design and build through mobilisation, run, and close-down.
* Engage with clients and senior internal stakeholders to ensure alignment and regulatory compliance.
* Implement robust governance, quality controls, and delivery frameworks to drive efficiency and effectiveness.
* Manage and develop high-performing delivery teams, fostering a culture of accountability and continuous improvement.
* Ensure all activities align with internal policies and external regulatory standards, proactively managing risks.
* Define KPIs, monitor performance, and deliver regular updates to senior leadership and regulators.
* Identify and implement process and technology enhancements to optimise remediation outcomes.
Candidate Profile
* Proven experience leading complex complaints and remediation programmes, ideally within financial services.
* Deep understanding of regulatory frameworks and best practices in complaints handling.
* Strong leadership and stakeholder management skills, including client-facing experience.
* Analytical mindset with a track record of using data to drive operational improvements.
* Excellent communication skills and the ability to manage competing priorities in a fast-paced environment.
* Experience with technology-driven delivery acceleration is desirable.
Qualifications & Experience
* Bachelor’s degree in Business, Law, Finance, or a related field (advanced degree preferred).
* 10+ years of experience in complaints management, remediation delivery, or large-scale operational delivery.
* Demonstrated success in delivering customer-facing programmes on time and within budget.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management
Industries
* Business Consulting and Services
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