Head of Monitoring

Head of Customer Remediation Monitoring London (flexible for the right candidate) About the Opportunity An exciting opportunity has arisen for an experienced compliance and customer outcomes professional to lead a specialist second-line oversight and assurance team responsible for monitoring customer remediation programmes and enterprise-wide issue remediation activities. This is a high-profile leadership role offering significant exposure to senior executives, risk committees, and key stakeholders across a complex financial services organisation. The successful candidate will play a critical role in ensuring customer remediation activities are effectively governed, delivered at pace, and achieve fair and sustainable customer outcomes. Key Responsibilities: Customer Remediation Strategy & Governance

• Lead the development and ongoing enhancement of customer remediation oversight and assurance frameworks.
• Establish assurance methodologies covering governance, customer impact assessments, redress principles, data integrity, testing, and closure criteria.
• Build and develop a high-performing team with expertise across customer remediation, conduct risk, operational assurance, and analytics. Oversight & Assurance
• Develop and execute a risk-based assurance plan covering customer remediation programmes and significant issue remediation initiatives.
• Provide robust challenge and independent oversight of remediation governance, progress, customer impact assessments, redress methodologies, testing outcomes, and closure recommendations.
• Monitor emerging customer risks and regulatory developments to inform assurance priorities.
• Partner with Internal Audit and other assurance functions to ensure effective coordination and minimisation of duplication.
• Challenge root cause analysis and ensure lessons learned are embedded to strengthen the wider control environment.
• Present insight, assurance findings, and remediation progress to executive-level governance forums and committees. Leadership & Stakeholder Engagement
• Lead, coach, and develop a diverse team, fostering an inclusive and high-performance culture.
• Build strong relationships with business leaders and key stakeholders across risk, compliance, operations, finance, legal, customer, and transformation functions.
• Act as a trusted advisor, providing pragmatic challenge while supporting effective customer outcomes. About You: We're looking for a senior professional with deep expertise in conduct risk, customer outcomes, and customer remediation within financial services. Essential Experience
• Significant experience overseeing or assuring customer remediation programmes and/or large-scale issue remediation initiatives.
• Strong understanding of regulatory expectations relating to customer outcomes, Consumer Duty, complaints management, vulnerable customers, and redress programmes.
• Experience challenging and reviewing key remediation activities including:
• Customer impact assessments
• Population identification
• Data lineage and reconciliation
• Redress calculations
• QA and outcomes testing
• Closure governance
• Strong stakeholder management skills with the credibility to engage and influence at Executive level.
• Excellent communication and presentation skills.
• Ability to balance robust oversight with commercial pragmatism. Desirable
• Experience using data analytics to support remediation assurance, customer population identification, redress testing, and management reporting.
• Professional qualification in compliance, risk management, auditing, law, or accounting.
• Degree-level education or equivalent.