Location
London – Hybrid working model (2 days on-site)
You will lead an end-to-end remediation programme to identify, quantify, and correct invoice and VAT-related charging issues across defined periods. The role has full accountability for the data-led investigation, customer impact assessment, refund and repayment calculations, customer communications strategy, and operational delivery controls. You will work closely with Finance, Tax/VAT, Loan Operations, Complaints, Relationship Managers (RMs), and Compliance/Legal to deliver a compliant and customer-focused outcome.
Key Responsibilities
- Own the remediation scope, assumptions, delivery plan, and timelines; manage RAID and interdependencies.
- Establish governance, reporting cadence, and a robust audit trail suitable for internal and external scrutiny.
- Coordinate cross-functional delivery across Operations, Finance, Tax, Technology/Data, Conduct/Compliance, Legal, and RMs.
- Lead the extraction of all relevant datasets, including invoices, charge lines, VAT codes, GL postings, and customer/account master data for all in-scope periods.
- Define the data dictionary and “golden source” dataset, ensuring strong data quality controls (completeness, duplication, mismatches, reversals, and credit notes).
- Partner with Finance to reconcile invoice and sub-ledger outputs to the General Ledger and VAT control accounts; resolve discrepancies and document outcomes.
- Design and execute validation tests to confirm invoice accuracy and identify incorrect charges or VAT treatment.
- Quantify the impacted customer population and financial exposure (overcharges and undercharges) by customer, product, legal entity, period, and root cause.
- Maintain a detailed exception log and supporting evidence pack (including sampling, test results, and reconciliations) to support approvals and audit requirements.
Refund & Repayment Methodology
- Define, govern, and obtain approval for the refund calculation methodology, including netting rules, rounding, FX treatment, and handling of closed accounts.
- Calculate repayment amounts per customer/account and produce controlled refund files with full traceability back to invoice line items.
- Align the interest treatment with agreed governance, noting Group VAT guidance that interest should neither be paid nor reclaimed on erroneous VAT amounts unless formally approved otherwise.
Customer Communications & RM Engagement
- Develop a compliant customer communications and refund strategy, including segmentation, channels, timings, and approvals.
- Draft clear, customer-friendly templates, RM scripts, and FAQs in plain English with defined next steps.
- Brief and mobilise Relationship Managers and frontline teams to support customer outreach and manage queries effectively.
Process & Control Improvements (Prevention)
- Provide guidance and Operating Instructions (OI) for correct invoice categorisation and VAT coding going forward.
- Work with Loan Operations and Finance to enhance processes and embed preventive and detective controls (e.g. validation rules and periodic reviews).
Requirements / Skills
- Proven experience delivering complex remediation programmes within financial services, including billing, fees, invoicing, customer refunds, or conduct remediation.
- Strong data-led investigation capability, including extracting, reconciling, and analysing large datasets to quantify customer impact.
- Experience working with Finance and Tax teams on VAT or indirect tax treatment, reconciliations, and control accounts.
- Demonstrated ability to design and operate robust controls (maker-checker, audit trails, evidence packs) in regulated environments.
- Experience producing customer communications and supporting frontline or RM engagement during remediation activity.
- Complaints oversight experience (routing, SLAs, MI, and root-cause feedback loops) is desirable.
Technical Skills
- Advanced Excel skills (data modelling, reconciliations, and control frameworks).
- SQL and/or data tooling experience (e.g. Alteryx, Power BI) strongly preferred.
- Ability to translate policy and charging logic into clear, testable validation rules.
- Strong MI, dashboarding, and reporting capability.
- High ownership and pace, with the ability to drive delivery across multiple teams and competing priorities.
- Clear, customer-first judgement with strong conduct risk awareness.
- Confident stakeholder management across Operations, Finance, Tax, Compliance/Legal, Technology, and senior governance forums.
- Highly detail-oriented, with the ability to simplify complex issues into clear decisions and actionable outcomes.
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