Product Quality and Installation Manager ensuring product quality and installation standards at Phillip Jeffries. Collaborating across teams to drive customer satisfaction and loyalty through detailed product insights and improvements.
About the role
- Senior Delivery Manager leading complaints handling and remediation initiatives in a financial services environment. Collaborating with cross-functional teams to ensure effective resolution and regulatory compliance.
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.
Requirements
- 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.
- 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.
Benefits
- Equal Opportunities employer
- Inclusive environment
- Opportunity for professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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