Job Description

G MASS Consulting are seeking a skilled Remediation Analyst to join our client's Customer Resolutions team. This role will play a key part in designing and delivering remediation and redress programmes, ensuring fair customer outcomes and compliance with regulatory standards.


You will work closely with internal teams and third-party providers to implement effective remediation processes, apply "control by design" principles, and provide robust oversight of operational delivery.

Key Responsibilities

Support the design and delivery of customer remediation and redress processes. Work with internal teams and outsourced providers to manage end-to-end remediation projects. Translate customer treatments and business rules into operational processes. Ensure governance, compliance and clear audit trails are in place across remediation activity. Apply risk mitigation strategies and embed "control by design" throughout delivery. Monitor customer outcomes and use feedback to drive continuous improvement. Contribute to incident management, root cause analysis and resolution. Engage stakeholders across the business, risk, compliance and external providers.

Requirements

2+ years' proven experience as a remediation analyst within retail banking Experience supporting complaints and remediation operations. Third-party/vendor management experience. Strong stakeholder management and communication skills. Incident management (operational focus).

Benefits

Initial 12-month contract.


Salary to be discussed.


Flexible on working style.