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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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