Head of Operational Redress

Are you experienced in leading operations within a regulated environment and committed to ensuring fair outcomes for customers?

We’re looking for a Head of Operational Redress to join our FCA Redress Scheme team on a 2-year fixed term contract. In this key role, you’ll oversee the end-to-end operational delivery of a large scale Motor Finance Commissions redress scheme, delivered through a third-party partner on behalf of Stellantis Financial Services UK. This is a pivotal position and is designated as an SMC‑regulated role under the SMCR framework.

As Head of Operational Redress, you will guide the successful delivery of the scheme by:

• Overseeing the end-to-end redress operation managed by a third-party vendor.
• Managing performance, governance, risks, and customer outcomes.
• Setting clear SLAs and KPIs and supporting continuous improvement using MI and feedback.
• Ensuring full compliance with FCA, DISP and Consumer Duty requirements.
• Translating regulatory and legal guidance into practical and effective operational processes.
• Shaping fair, accessible and supportive customer journeys and communications.
• Monitoring capacity, volumes and backlogs to ensure scheme timelines are met.
• Leading operational governance forums and reviewing key risks.
• Raising issues promptly with well-reasoned recommendations.
• Ensuring accurate financial and reporting processes related to redress activities.
• Supporting engagement with the FCA and other external stakeholders.
• Promoting a culture focused on customer fairness, robust controls and continuous improvement.

This role is suited to someone with senior experience in operations or remediation and sound knowledge of regulatory environments. You’ll bring:

• Experience delivering regulated redress, remediation or compensation programmes.
• Strong understanding of Motor Finance products and commission structures.
• In-depth knowledge of FCA and DISP rules.
• Background in overseeing vendors or outsourced operations.
• Effective stakeholder management skills across Legal, Risk, Compliance and senior leadership teams.
• Excellent analytical capability using MI, QA and customer data.
  
  Clear and effective communication skills.
• A calm, adaptable and collaborative approach.
• Degree level education or equivalent professional experience (project or complaints related training welcomed).
• Lead one of the most important operational programmes in our organisation.
• Shape processes, controls and customer journeys within a major redress initiative.
• Work closely with senior leaders, advisers and regulators.
• Build experience that can support progression into senior Operations or Programme Leadership roles.

If you’re ready to take the next step and help deliver a complex, customer focused operation in a fast paced and regulated environment, we’d love to hear from you.

For more information, you can view the full job description below or contact:
sfs
.

If this sounds like the right move for you, apply today!