Head of Compliance Monitoring Remediation (18 Month FTC)

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity and promote inclusivity. Vacancies are available on a part-time, job-share or full-time basis because we know the best person for the job isn’t always available full-time. Our aim is to facilitate requests wherever possible and managers will consider requests on an individual basis.

Join the Close Brothers Compliance Team where you will lead a team responsible for providing second-line oversight, monitoring and assurance over the end-to-end design, delivery and effectiveness of customer remediation programmes and enterprise wide issue remediations that impact customer outcomes across Close Brothers Limited.

Working as part of the Compliance team our ideal team member will have previous experience in conduct/customer outcomes risk governance and customer remediation, including customer harm assessment, root cause analysis, remediation planning and closure governance with excellent written and verbal communication skills.

RESPONSIBILITIES

• Define and periodically review the strategy for customer remediation monitoring and assurance, ensuring alignment to regulatory expectations, Consumer Duty (or equivalent) requirements, and the firm’s customer outcomes ambitions.
• Own and enhance the customer remediation assurance methodology, including standards for governance, customer impact assessment, redress principles, data integrity, QA/testing, evidence requirements and issue closure criteria.
• Develop and maintain a risk-based customer remediation assurance plan covering remediation programmes and enterprise-wide issue remediations, prioritising material customer harm, regulatory commitments, and delivery risk.
• Lead the team’s delivery of the agreed plan, with accountability for timely and high-quality assurance over remediation governance, milestone progress, evidence packs, QA/testing outcomes, and closure recommendations.
• Lead a high calibre team with the depth and breadth of skills to provide credible challenge and assurance over customer remediation programmes, including data-led population identification, redress calculations, QA/testing and operational execution.
• Work with stakeholders in a collegiate way to build mutual respect between the business and Compliance Monitoring function.
• As a senior member of the Compliance team, advocate for strong conduct and customer outcomes risk management, including effective governance of customer remediation programmes and enterprise-wide issue remediation.

Developing Our People: as a line manager, you will be responsible for inspiring and motivating your team, as well as developing performance through coaching. You will encourage your team to take responsibility for their own personal development and provide support through regular feedback.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE:

• Considerable experience providing oversight/assurance in financial services, including customer remediation programmes and/or enterprise-wide issue remediation impacting customers.
• Strong understanding of regulatory expectations in areas such as Consumer Duty and customer outcomes, complaints handling (including root cause and DISP), collections and arrears management, treatment of vulnerable customers, and the governance and delivery of customer remediation (including redress and customer communications).
• Experience assuring key elements of remediation execution, such as population identification, data lineage and reconciliation, redress calculation logic, QA sampling, outcomes testing and evidencing customer impact.
• Excellent relationship building skills.
• Credible in Executive level discussions
• Commercial approach to risk and compliance assessment.

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

• Strong knowledge and hands-on experience of using data analytics tools to identify impacted customer populations, test redress calculations, reconcile outputs, and produce clear remediation MI/dashboards

We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at recruit.ssc@closebrothers.com or request a call back.

ABOUT US

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.

To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers

To find out more about life at Close Brothers:
https://www.closebrothers.com/life-close-brothers#374017299-899295541

To find out more about our benefits:
https://www.closebrothers.com/employee-benefits

To find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group

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