Remediation Manager

About the team

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.

What you will be doing?

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.

What's in it for you?

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

About us

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.

Do you have the skills?

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.

Next steps

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.

Still on the fence? Hear from our team or explore our process: OSB Careers

Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational. If you need any adjustments or support, we’re here to make sure you can show your best self.

We are proud to be a Disability Confident employer and are committed to creating an inclusive and accessible workplace where everyone can thrive.

We welcome applications from people of all backgrounds and encourage candidates with disabilities and long-term health conditions to apply.

If you meet the minimum criteria for the role and would like to be considered under our Disability Confident Scheme, please indicate this on your application.

Diversity, Equity & Inclusion

Our team value spending time together in the office, typically 3 days a week to support collaboration and connection with colleagues, but we’re happy to have a conversation about what flexibility might look like for you.

Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don’t feel like you need to check every box to apply for a role internally.

We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.