Policy & Treatment Lead - Retail Banking Remediation

G MASS; City Of London; On-site; GBP 75,000 - 80,000; Full time

Job summary

A financial services company located in London is looking for a strategic thinker to support their Motor Finance Remediation Programme. The role involves developing customer treatment strategies, drafting remediation policies, and ensuring compliance with regulations. Suitable candidates should have experience in regulatory remediation, strong policy writing skills, and robust stakeholder management abilities. The position is an initial 12-month contract, offering an annual salary of £75,000 - £80,000.

Qualifications

• Experience in a regulatory remediation programme, preferably in motor finance, consumer credit, or retail banking.
• Strong understanding of customer treatment principles and regulatory expectations.
• Excellent policy-writing and documentation skills.

Responsibilities

• Support the Programme Lead in developing and maintaining remediation policies.
• Design and document treatment strategies for different customer segments.
• Translate regulatory findings into operationally effective remediation treatments.

Skills

Regulatory remediation experience

Policy writing

Stakeholder management

Customer treatment principles

Data analysis

Job description

We are seeking a detail-oriented and strategic thinker to support our Motor Finance Remediation Programme. This role will involve working closely with the Programme Lead to develop fair and effective customer treatment strategies, draft remediation policies and ensure alignment with regulatory expectations. The successful candidate will play a critical role in delivering outcomes that are fair, consistent and auditable.

Requirements

• Support the Programme Lead in developing and maintaining remediation policies aligned with FCA expectations and internal governance standards.
• Design and document treatment strategies for different customer segments (e.g. vulnerable customers, deceased estates, active/inactive accounts).
• Translate regulatory findings and legal advice into operationally effective remediation treatments.
• Work cross-functionally with legal, compliance, operations, and customer service teams to ensure effective delivery of remediation plans.
• Assist in creating customer communications that reflect agreed remediation outcomes and policy positions.
• Ensure all policy documentation is clear, consistent, and audit-ready.
• Support governance submissions (e.g. Steering Committee packs, policy sign-offs).
• Track and update policy documents in line with evolving guidance or customer data insights.
• Identify risks or gaps in existing strategies and suggest improvements.

• Experience in a regulatory remediation programme (preferably in motor finance, consumer credit, or retail banking).
• Strong understanding of customer treatment principles and regulatory expectations (e.g. FCA DISP, TCF, Vulnerable Customer Guidance).
• Excellent policy-writing and documentation skills.
• Ability to analyse customer data or case types to inform strategy.
• Strong stakeholder management skills, particularly across legal, compliance and operations.
• Comfortable working in a fast-paced, change-driven programme environment.

Initial 12-month contract. Paying in the region of £75,000 - £80,000 per annum.