First Line Monitoring & Outcomes Testing Manager

The First Line Monitoring and Outcome Testing Manager is responsible for designing, implementing and leading first line monitoring and outcome testing activity across the Motor Finance Remediation Programme to ensure:

• Fair, consistent and compliant customer outcomes
• Effective operation of remediation controls
• Clear evidence of first line ownership in line with regulatory expectations

The role provides independent challenge from within the first line, assessing whether remediation journeys, communications and operational decisions deliver the intended customer outcomes and comply with regulatory, legal and programme principles.