Job Description
Senior Compliance Lead / Consumer Protection Lead
South West London-Hybrid working
Up to £70,000 + 20% bonus
Permanent | Immediate Start
Oxbow Resourcing are exclusively working with a well-established, FCA-regulated consumer credit lender that has operated nationwide for over 20 years. The business has evolved into a multi-channel, digitally driven provider and is continuing to invest heavily in its Consumer Duty and customer outcomes framework.
This is a high-visibility second line role reporting directly to the Chief Compliance & Risk Officer, with genuine scope to develop into a future Head of function.
The Opportunity
This position will take ownership of designing, embedding and maintaining the firm’s Consumer Duty framework across regulated consumer credit activities, with particular focus on higher-risk lending and vulnerable customer segments.
You will act as the second line owner of Consumer Duty, providing independent oversight, challenge and assurance to senior management and the Board.
This is not a policy-only role. The business is looking for someone who has genuinely embedded and operationalised Consumer Duty in practice.
Key Responsibilities
Consumer Duty & Outcomes Oversight
* Design and execute outcome testing across the four Duty outcomes
* Develop and maintain outcome-focused KRIs and KPIs
* Conduct thematic reviews and deep-dive assessments in areas such as:
* Affordability decisions
* Repeat borrowing
* Arrears and collections
* Vulnerable customer handling
* Analyse complaints data, call monitoring, customer journey MI and behavioural metrics
* Produce Board-level outcome assessments and reporting
* Maintain the annual Consumer Duty Board Report and supporting attestations
* Support regulatory engagement and supervisory interactions
Key Deliverables
* Annual Consumer Duty Board Report
* Monitoring plan and risk assessment register
* Thematic review outputs and outcome testing documentation
* Evidence packs demonstrating good customer outcomes
* Remediation tracking and governance reporting
What We’re Looking For
Essential
* Hands-on experience implementing Consumer Duty / consumer protection frameworks within an FCA-regulated firm
* Background in consumer credit (high-cost lending, instalment lending, BNPL or collections exposure highly advantageous)
* Practical outcome testing and monitoring experience
* Strong understanding of affordability, responsible lending, collections, forbearance and vulnerable customers
* Ability to provide independent second-line challenge to senior stakeholders
Desirable
* Experience engaging directly with the regulator
* ICA or equivalent compliance qualification
* Strong analytical and Board-report writing capability
Why This Role?
* Direct reporting line to the CCRO
* Significant Board exposure
* A business genuinely investing in customer outcomes
* Clear pathway toward future leadership
If you have led the practical implementation of Consumer Duty and can demonstrate measurable customer outcomes, this is an opportunity to step into a high-impact leadership pathway.