Corrections & Remediation Manager - Vice President

Next Frontier Capital; Greater London; On-site; GBP 140,000 - 190,000; Full time

Job summary

J.P. Morgan in London or Edinburgh seeks a Corrections & Remediation Manager – Vice President in International Consumer to lead end-to-end governance of customer corrections and remediation, delivering fair, timely and consistent outcomes while reducing harm.

You will bring together cross‑functional partners, provide clear insight to senior leaders, drive root cause analysis and sustainable actions, and strengthen governance, risk and control frameworks across the organisation.

Qualifications

• Experience in customer remediation or constrained financial services regulated environments.
• Understanding of customer harm, fair outcomes and vulnerability considerations.
• Proven track record leading cross-functional remediation with governance forums.
• Ability to translate complex issues into clear decisions and actions.
• Strong analytical skills using data, MI and customer insights to assess risk.
• Excellent written and verbal communication for executive audiences.
• Strong judgement, ownership and ability to manage competing priorities.
• Experience designing or improving governance frameworks and control environments.
• Experience leading teams or delivering outcomes without direct reporting lines.

Responsibilities

• Own and maintain end-to-end remediation framework including standards, governance, accountabilities and reporting.
• Provide independent oversight and challenge throughout the remediation lifecycle.
• Ensure timely, accurate remediation with fair customer outcomes and regulatory alignment.
• Coordinate remediation across operations, controls, compliance, legal, risk, product, finance, data and technology.
• Lead governance for material remediation programmes and cross-functional groups.
• Prepare clear updates for senior leaders and conduct forums, highlighting impact and risks.
• Drive root cause analysis and sustainable corrective actions.
• Monitor trends, overdue actions and customer insights to escalate where needed.
• Improve remediation processes through standardisation, data analysis and automation.
• Provide training and practical support to business and control teams.

Skills

Customer remediation

Conduct risk

Cross-functional leadership

Stakeholder management

Data analysis

Executive communication

Governance design

Problem solving

Attention to detail

Independent oversight

Job description

Shape how we put things right for customers. You will lead the governance and oversight of corrections and remediation across International Consumer, helping us deliver fair, timely and consistent outcomes. Your expertise will strengthen decision-making, improve visibility of risk and address the causes of customer harm. Working with colleagues across the organisation, you will turn complex issues into sustainable improvements for customers and the business.

Job Summary

As a Corrections & Remediation Manager - Vice President in Conduct & Customer Outcomes, International Consumer, you will lead the end-to-end governance and oversight of customer corrections and remediation. You will help us identify, assess and address customer harm in a timely, fair and consistent way while driving sustainable action to prevent recurrence. You will bring together partners across the organisation, provide constructive challenge and give senior leaders clear insight into customer outcomes, delivery progress and emerging risks.

Job responsibilities

• Own and maintain the end-to-end corrections and remediation framework including standards, governance, accountabilities, escalation routes and reporting.
• Provide independent oversight and constructive challenge throughout corrections lifecycle : from issue identification, financial and non-financial harm and customer impact assessment through approval, execution including appropriate redress approaches and closure.
• Ensure remediation is delivered in a timely, accurate and consistent manner, with fair customer outcomes, customer vulnerability considerations and regulatory requirements at its core.
• Coordinate complex remediation activity across operations, controls, compliance, legal, risk, product, finance, data and technology teams.
• Lead governance for material corrections and remediation programmes, chairing cross-functional working groups and ensuring clear accountability, robust decision-making, and effective management of risks, dependencies and approvals.
• Prepare clear updates for senior leaders and relevant conduct, risk and control forums, highlighting customer impact, progress, decisions and emerging risks.
• Drive thematic reviews and root cause analysis, ensuring sustainable corrective actions are identified, agreed, owned and tracked through to completion.
• Monitor trends, repeat events, overdue actions, customer insight and control effectiveness, escalating concerns where appropriate.
• Improve remediation processes through standardisation, data analysis, approved automation, practical guidance and lessons learned.
• Drive a strong remediation culture by providing training, guidance and practical support to business and control teams

Required qualifications, capabilities, and skills

• Demonstrated experience in customer remediation, corrections, conduct risk, complaints, operations, controls, compliance or a related discipline within regulated financial services.
• Strong understanding of customer harm, fair customer outcomes, customer vulnerability and the principles that support effective remediation.
• Proven experience leading complex, cross-functional remediation or change activity involving multiple stakeholders and senior governance forums.
• Ability to assess customer impact, challenge assumptions and translate complex issues into clear decisions and practical actions.
• Strong analytical and problem-solving skills, including experience using data, management information and customer insights to assess risk, identify trends and support decision-making
• Excellent written and verbal communication skills, including the ability to prepare concise executive papers and influence senior stakeholders.
• Strong judgement, ownership and attention to detail, with the ability to work independently, manage competing priorities and escalating issues appropriately.
• Experience designing or improving governance frameworks, operating procedures and control environments.
• Experience leading people or delivering outcomes through teams without direct reporting lines.

Preferred qualifications, capabilities, and skills

• Knowledge of retail banking products and end-to-end customer journeys.
• Experience operating in a global organisation and influencing stakeholders across multiple functions, geographies and lines of business.

This role can be based in either London or Edinburgh. Occasional travel to other locations is expected, dependent on business requirements.

#ICBCareers

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success. Corrections & Remediation Manager - Vice President