Redress Operations Team Leader; FTC​/Secondment

Job Description - Redress Operations Team Leader (12-Month FTC/Secondment) (MER
0004877)

Redress Operations Team Leader (12-Month FTC/Secondment) Group :
Mercedes-Benz Group AG

Description

Job Title:
Redress Operations Team Leader (12-Month Fixed Term Contract)

Closing Date: 6 October 2026

About us

At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. It doesn’t matter the colour of your skin, the beliefs you value, the people you love or the tattoos you wear, we support you for being you.

Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop.

We want to celebrate your individuality, embrace your personality and welcome you into our culture. It’s the differences of our colleagues that enable us to thrive. We believe our backgrounds, skills and cultures contribute to our shared culture and help us deliver outstanding Customer Experience. Inclusion is the driving force behind our ethos.

At MBFS, we are proud to be a Menopause Friendly Accredited Employer, reflecting our ongoing commitment to creating a supportive and inclusive workplace. We offer wellbeing support options and resources for colleagues experiencing menopause and to those who are supporting someone through it.

How you’ll play your part

In this role, you will support the Redress Operations Manager in the day-to-day delivery of redress and remediation programmes, ensuring daily operational performance, quality, compliance, and effective supplier management. The role provides management and guidance to the Redress Operations Support Specialist team, managing daily programme delivery, managing operational escalations, monitors KPIs and service levels, and working with internal stakeholders to ensure programmes are delivered efficiently and in line with business and regulatory timelines.

Main Accountabilities

Operational Management and Supplier Oversight:

Support the day-to-day delivery of redress programmes and operational activities.

Monitor performance against KPIs and service levels.

Attend daily operational reviews with suppliers and manage operational escalations.

Report, log, and escalate operational risks and issues appropriately.

Work proactively managing competing priorities and delivering to deadlines.

Progress and develop training materials and support the onboarding and training/accreditation of Supplier colleagues.

Programme Delivery – Operations:

Support programme planning, reporting and delivery milestones working alongside the Redress Operations Manager and part of the wider Programme team.

Produce management information, reports and presentations.

Maintain governance documentation (process Maps and work instructions) ensuring appropriate version control and record management.

Support process improvements and programme changes.

Liaise with stakeholders to secure approvals and ensure programme alignment (processes and customer communications).

Building training plan, materials, and delivering training to Trainers as part of the roll out of the remediation project.

Governance, Audit, and Team Leader Responsibilities:

Conduct regular performance reviews with Redress Specialists, monitoring progress against agreed objectives, providing constructive feedback, and supporting individual development and performance improvement.

Build effective relationships with suppliers and internal stakeholders across Programme Management, Compliance, Legal, Finance, and Operations.

Responsibility for governance activities, audit requirements, and compliance with…