Remediation Manager

At OSB Group, the Chief Controls Office team is an independent first-line assurance function responsible for ensuring the bank has effective systems, processes, and governance in place to manage risk, maintain regulatory compliance, deliver good customer outcomes and operate safely and ethically.

As the Remediation Manager, you will have the opportunity to lead customer remediation and redress activity across the Group, ensuring instances of customer harm, conduct risks, process failures, and control weaknesses are identified, assessed, and remediated effectively and in line with regulatory requirements. The role oversees end-to-end remediation delivery, including impact assessments, root cause analysis, redress calculations, governance, and implementation, while working with key stakeholders to drive continuous improvement and prevent recurrence.

Your responsibilities will include;

• Lead the delivery of customer remediation and redress programmes, ensuring fair, timely, and consistent outcomes for customers.
• Assess customer impact, identify root causes, and oversee the development and execution of robust redress solutions.
• Ensure remediation activities are delivered in line with regulatory requirements, Consumer Duty principles, and internal governance frameworks.
• Partner with stakeholders across Risk, Compliance, Operations, and the wider business to successfully deliver remediation initiatives.
• Produce clear and insightful reporting for senior stakeholders, highlighting progress, risks, customer impacts, and outcomes.
• Drive continuous improvement by enhancing remediation processes, embedding lessons learned, and leveraging data and technology to improve efficiency and effectiveness.

We offer a base salary depending on experience from £51000 - £62000 per annum and a competitive benefits package including:

• Annual discretionary bonus opportunity
• 30 days annual leave
• Choose to contribute 3% or 5% pension, with employer contributions of 6% or 8% respectively
• Enhanced family-focused benefits
• Hybrid-working
  * 3 days in the office, 2 at home.

Please use this link to see the fantastic benefits available at OSB: OSB Careers

At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become 'the bank of the future'.

Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.

We are looking for talented individuals who have the experience and knowledge set out below:

• Significant experience within Remediation, Conduct Risk, Risk, Compliance, Operational Risk, or a similar control function in Financial Services, with a strong understanding of regulatory requirements, Consumer Duty, and fair customer outcomes.
• Proven track record of delivering customer remediation and redress activities, including customer impact assessments, root cause analysis, governance and reporting, while building strong stakeholder relationships across business, risk, compliance, and operations functions.
• Strong analytical, problem-solving, and decision-making skills, with the ability to assess complex issues, identify root causes, evaluate customer impact, and deliver effective, risk-based solutions.
• Excellent communication, stakeholder management, and organisational skills, with the ability to influence at all levels, manage competing priorities, analyse large volumes of information, and maintain high standards of accuracy, governance, and delivery.

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