Head of Customer Remediation

Full time, permanent opportunity
- Lead a cross functional team
- Enjoy a flexible working environment

**The opportunity**:
As New Zealand’s largest locally owned and operated life insurer we have a clear, winning aspiration, built around transforming our industry through a customer lens and we're looking for an exceptional
**Head of Customer Remediation** to support us on this journey. This is a full-time permanent role, with flexible working options available.

Reporting to the Chief Risk Officer, the Head of Customer Remediation will be responsible for the ownership of our customer remediation programme across all Fidelity Life entities. This role will be leading a cross-functional team to deliver improved customer outcomes by conducting comprehensive, prompt, fair and transparent remediation, and proposition improvements across both current and legacy portfolios. This critical work is supported by a dedicated remediation programme delivery team and will work closely with the programme team to drive the delivery of the target outcomes.

Some day-to-day responsibilities include:

- Business ownership of the Customer Remediation programme delivering an end-to-end customer remediation process, aligning to regulatory expectations, leveraging industry best practice, and focusing on delivering great customer outcomes.
- Process and control improvements to mitigate risk of key obligations not being met.
- Status reporting and reporting of remediation outcomes to key stakeholder groups.
- Leadership of the delivery of remediation activities, representing the sponsor outside of governance forums.
- Taking Ownership and prioritisation of the remediation backlog, engaging with key stakeholders to ensure appropriate prioritisation of activities and removal of blockers.
- Acting as the champion of the programme, gaining buy-in from key stakeholders and resolving issues and conflicts to support rapid delivery
- Proactively identifying risks to the programme and working with the programme and key stakeholders to implement controls to mitigate them.
- Ensuring all remediation activities consider the employee and customer experience and is aligned to Fidelity Life’s strategic priorities.

**About you**

You’ll bring a demonstrated track record of leading large scale remediations in the financial services industry and have a strong understanding of financial environments. You will have proven knowledge of the NZ regulatory requirements and are passionate about delivering customer centric solutions and putting things right.

As a people leader you’ll have the ability to inspire, coach and develop your team and build capability and strive for successful outcomes. You're also excellent at establishing strong relationships with key stakeholders and can manage expectations of internal and external stakeholders effectively. Having a collaborative working style, strong organisation skills and the ability to manage multiple priorities at any given time will see you do well in this role.

Together with this you’ll bring:

- Tertiary qualified in relevant discipline
- Ability to identify and proactively manage risks, and experience of leading significant organisational change effectively
- A high level of commercial acumen
- A continuous improvement mindset

**About us**

It’s easy to talk that talk, but we are already walking the walk - using smart technology, data & insights and digital capability to unlock a deep understanding of our customers and provide innovative solutions and experiences that meet their needs.

We’re also committed to our communities. Given that New Zealand has one of the lowest rates of life insurance in the developed world, we think we have a responsibility to raise financial awareness and education nationwide, to provide better protection for all New Zealand families and whanau.

What’s more, we’ve gone next level with our new flexible working approach, something we call flexiplace flexiplace means our people can work with their leader to determine where and how they want to work, depending on their day. Whether that’s at home, in the office or on the go, we’ve empowered our people to choose how they’ll deliver for our customers, partners and each other.