Senior Lead, Customer Remediation & Risk

ECR Global; Livingston; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Edinburgh-based Head of Customer Remediation role offers hybrid working (4 days a week) overseeing remediation, risk events and complaints in a senior leadership capacity. You will guide two teams, diagnose core issues across processes and technology, and implement fixes with a durable operating model for 12–24 months.

Strong regulatory exposure and cost-management focus are key. The candidate will shape quality controls, move from manual sampling toward analytics-driven oversight, and drive

Qualifications

• Background in controls, quality or risk with a practical, hands-on mindset.
• Proven ability to fix and turnaround operations in regulated, legacy-heavy environments.
• Strong analytical skills and attention to detail; able to spot hidden issues.
• Commercial acumen to build business cases and drive cost reduction.
• Experience leading other senior leaders and making tough calls.

Responsibilities

• Taking ownership of remediation, risk events and complaints, leading two heads and their teams.
• Getting a clear, honest grip on issues across process, technology and people, and setting priorities.
• Fixing problems tactically now while designing a durable operating model.
• Rebuilding the quality and oversight model with analytics and AI where possible.
• Delivering a costed plan to reduce penalties on complaints measures.
• Strengthening controls and assurance in a regulated environment with customer outcomes at the centre.

Skills

Controls & risk

Quality management

Regulatory experience

Operational turnaround

Leadership

Job description

Edinburgh-based Head of Customer Remediation role offers hybrid working (4 days a week) overseeing remediation, risk events and complaints in a senior leadership capacity. You will guide two teams, diagnose core issues across processes and technology, and implement fixes with a durable operating model for 12–24 months.

Strong regulatory exposure and cost-management focus are key. The candidate will shape quality controls, move from manual sampling toward analytics-driven oversight, and drive