The First Line Monitoring and Outcome Testing Manager is responsible for designing, implementing and leading first‑line monitoring and outcome testing activity across the Motor Finance Remediation Programme to ensure:
* Fair, consistent and compliant customer outcomes
* Effective operation of remediation controls
* Clear evidence of first‑line ownership in line with regulatory expectation
The role provides independent challenge from within the first line, assessing whether remediation journeys, communications and operational decisions deliver the intended customer outcomes and comply with regulatory, legal and programme principles.
What you’ll be doing:
First Line Monitoring & Outcome Testing
* Design and operate a risk‑based first line monitoring and outcome testing framework covering all stages of the motor finance remediation lifecycle, including:
o Customer identification and cohorting
o Redress eligibility
o Customer communications (written and verbal)
o Vulnerable customer treatment
o Complaints, rebuttals and escalations
o Operational MI
* Define outcome‑focused testing approaches, including sampling methodology, tolerances, success criteria and evidencing standards.
* Post scheme go live deliver end‑to‑end outcome testing to assess whether customers receive fair, accurate and timely remediation outcomes, not just procedural compliance
* Embed vulnerable customer considerations into monitoring and outcome testing activity, ensuring differentiated journeys are operating as designed.
Issues, Risk & Remediation Oversight
* Identify risks, control weaknesses, trends and systemic issues through monitoring and testing activity.
* Support the oversight of remediation‑related first‑line risks, ensuring mitigations are clearly defined and operating effectively.
* Escalate material issues, customer harm themes or emerging risks through programme and compliance governance forums.
Management Information & Governance
* Design and deliver clear, outcome‑focused MI to evidence remediation control effectiveness, trends and risks.
* Produce concise reporting for Programme SteerCo, Compliance & Risk Committees and senior stakeholders.
* Provide first‑line evidence to support regulatory engagement, audit activity and second‑line assurance.
Stakeholder & Programme Engagement
* Act as a key first‑line interface with:
o Programme leadership
o Operations and remediation delivery teams
o Second line Compliance & Risk
o Legal, data and complaints teams
* Support programme readiness for regulatory scrutiny and external review.
What we’d like to see from your application:
Required
* Strong experience in first line monitoring, outcome testing, quality assurance or compliance testing within financial services.
* Strong understanding of the Three Lines of Defence model and first‑line accountability.
* Ability to interpret complex data and MI and translate findings into clear outcome‑based conclusions.
* Confidence to escalate to senior stakeholders and programme leads respectfully and constructively.
* Regulatory knowledge within Financial Services
Desirable
* Knowledge of motor finance products, commission‑related remediation, or consumer credit regulation.
* Experience working on large‑scale remediation, redress, complaints or regulatory programmes, ideally within motor finance, retail lending or consumer credit.
* Experience embedding Consumer Duty / customer outcomes into monitoring frameworks.
* Previous people‑management or programme leadership experience.
Location: Berkshire
Duration: Initial 3 month contract and likely to extend