VP, Customer Remediation & Outcomes Governance

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

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.