Shape how we put things right for customers. You will lead the governance and oversight of corrections and remediation across International Consumer, helping us deliver fair, timely and consistent outcomes. Your expertise will strengthen decision-making, improve visibility of risk and address the causes of customer harm. Working with colleagues across the organisation, you will turn complex issues into sustainable improvements for customers and the business.
Job Summary
As a Corrections & Remediation Manager – Governance & Strategy - Vice President in Conduct & Customer Outcomes, International Consumer, you will lead the end-to-end governance and oversight of customer corrections and remediation. You will help us identify, assess and address customer harm in a timely, fair and consistent way while driving sustainable action to prevent recurrence. You will bring together partners across the organisation, provide constructive challenge and give senior leaders clear insight into customer outcomes, delivery progress and emerging risks.
Job responsibilities
- Own and maintain the end-to-end corrections and remediation framework including standards, governance, accountabilities, escalation routes and reporting.
- Provide independent oversight and constructive challenge throughout corrections lifecycle : from issue identification, financial and non-financial harm and customer impact assessment through approval, execution including appropriate redress approaches and closure.
- Ensure remediation is delivered in a timely, accurate and consistent manner, with fair customer outcomes, customer vulnerability considerations and regulatory requirements at its core.
- Coordinate complex remediation activity across operations, controls, compliance, legal, risk, product, finance, data and technology teams.
- Lead governance for material corrections and remediation programmes, chairing cross-functional working groups and ensuring clear accountability, robust decision-making, and effective management of risks, dependencies and approvals.
- Prepare clear updates for senior leaders and relevant conduct, risk and control forums, highlighting customer impact, progress, decisions and emerging risks.
- Drive thematic reviews and root cause analysis, ensuring sustainable corrective actions are identified, agreed, owned and tracked through to completion.
- Monitor trends, repeat events, overdue actions, customer insight and control effectiveness, escalating concerns where appropriate.