Delivery Director - Complaints & Remediation - Belfast - Immediate start

Vantage Point Global; Belfast; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading financial services firm based in Belfast is seeking a highly experienced Delivery Director to lead the end-to-end delivery of complaints handling and remediation programmes. The ideal candidate will have over 15 years of experience in regulatory complaints management and a strong understanding of compliance. Responsibilities include managing teams, engaging stakeholders, and implementing operational improvements.

Qualifications

• Proven experience in managing complex complaints and remediation programmes.
• Deep understanding of regulatory frameworks in financial services.
• Experience with technology-driven delivery acceleration is desirable.

Responsibilities

• Lead large-scale complaints and remediation initiatives from start to finish.
• Engage with clients to ensure compliance and alignment.
• Define KPIs and monitor performance for improvement.

Skills

Leadership

Stakeholder Management

Analytical Mindset

Regulatory Knowledge

Communication Skills

Education

Bachelor’s degree in Business, Law, Finance, or related field

Job description

Contract Type: 9-Month Fixed-Term Contract (FTC)
Start Date: ASAP
Seniority Level: Director

Role Overview

We are looking for a highly experienced Delivery Director to lead the end-to-end delivery of complaints handling and remediation programmes. This role is critical in ensuring effective resolution, regulatory compliance, and enhanced customer outcomes across complex financial services environments.

You will work closely with cross‑functional teams including Legal, Compliance, Customer Service, Risk, and Technology, while also supporting client‑facing activities such as proposals and business development.

Key Responsibilities

• Programme Leadership: Lead large‑scale complaints and remediation initiatives from design and build through mobilisation, run, and close‑down.
• Stakeholder Management: Engage with clients and senior internal stakeholders to ensure alignment and regulatory compliance.
• Operational Excellence: Implement robust governance, quality controls, and delivery frameworks to drive efficiency and effectiveness.
• Team Leadership: Manage and develop high‑performing delivery teams, fostering a culture of accountability and continuous improvement.
• Risk & Compliance: Ensure all activities align with internal policies and external regulatory standards, proactively managing risks.
• Reporting & Insights: Define KPIs, monitor performance, and deliver regular updates to senior leadership and regulators.
• Continuous Improvement: Identify and implement process and technology enhancements to optimise remediation outcomes.

Candidate Profile

• Proven experience leading complex complaints and remediation programmes, ideally within financial services.
• Deep understanding of regulatory frameworks and best practices in complaints handling.
• Strong leadership and stakeholder management skills, including client‑facing experience.
• Analytical mindset with a track record of using data to drive operational improvements.
• Excellent communication skills and the ability to manage competing priorities in a fast‑paced environment.
• Experience with technology‑driven delivery acceleration is desirable.

Qualifications & Experience

• Bachelor’s degree in Business, Law, Finance, or a related field (advanced degree preferred).
• 15+ years of experience in regulatory complaints management, remediation delivery, or large‑scale operational delivery.
• Demonstrated success in delivering customer‑facing programmes on time and within budget.

Vantage Point Global is fully committed to being an Equal Opportunities, inclusive employer. We are passionate about attracting diverse talent, and welcome applications regardless of ethnicity, culture, age, gender, nationality, religion, disability, or sexual orientation.

Things you need to know:

• To apply, you’ll need to provide us with a CV and answer a few initial questions.
• We’d like to make you aware that if you have not heard back from us within three weeks of the date of application that we will not be progressing your application.