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:
1. Overseeing the end-to-end redress operation managed by a third-party vendor.
2. Managing performance, governance, risks, and customer outcomes.
3. Setting clear SLAs and KPIs and supporting continuous improvement using MI and feedback.
4. Ensuring full compliance with FCA, DISP and Consumer Duty requirements.
5. Translating regulatory and legal guidance into practical and effective operational processes.
6. Shaping fair, accessible and supportive customer journeys and communications.
7. Monitoring capacity, volumes and backlogs to ensure scheme timelines are met.
8. Leading operational governance forums and reviewing key risks.
9. Raising issues promptly with well-reasoned recommendat...