Redress Operations Team Leader (12-Month Fixed Term Contract)

About us

At Mercedes-Benz Financial Services, our employees are at the heart of our business. We provide financial solutions designed around the changing needs of our diverse customers and are committed to inclusion, development and outstanding customer experience.

How you’ll play your part

You will support the Redress Operations Manager in the day-to-day delivery of redress and remediation programmes, ensuring operational performance, quality, compliance and effective supplier management. You will guide the Redress Operations Support Specialist team, manage programme delivery and escalations, monitor KPIs and service levels, and work with internal stakeholders to deliver programmes efficiently and within business and regulatory timelines.

Main accountabilities

• Support the day-to-day delivery of redress programmes and operational activities.
• Monitor performance against KPIs and service levels.
• Attend daily operational reviews with suppliers and manage operational escalations.
• Report, log and escalate operational risks and issues appropriately.
• Progress and develop training materials and support supplier onboarding and training accreditation.
• Support programme planning, reporting and delivery milestones.
• Produce management information, reports and presentations.
• Maintain governance documentation, process maps and work instructions with appropriate version control and record management.
• Support process improvements and programme changes.
• Liaise with stakeholders to secure approvals and ensure programme alignment.
• Build training plans and materials and deliver training to trainers during the remediation project rollout.
• Conduct performance reviews with Redress Specialists and support individual development and performance improvement.
• Build effective relationships with suppliers and internal stakeholders across Programme Management, Compliance, Legal, Finance and Operations.
• Take responsibility for governance, audit requirements and compliance with operational controls.
• Provide day-to-day guidance, management and support to Redress Support Specialists.

About you

• Experience in remediation, redress, complaints handling or other regulated operational environments is preferred.
• Experience supporting training, governance or audit activities.
• Experience supporting operational delivery or managing people to tasks and tight deadlines.
• Strong stakeholder, supplier and organisational skills.
• Good understanding of regulatory, governance and compliance requirements.
• Experience producing operational reporting and management information.
• Ability to identify and manage operational risks and issues.
• Strong problem-solving, decision-making and communication skills.
• Ability to work under pressure, use initiative and meet deadlines.
• Project coordination experience is preferred.
• Competent in Microsoft Office and case management systems.

What’s in it for you?

The role offers a competitive salary and discretionary bonus structure, colleague car schemes, a pension scheme, a flexible benefits pot, wellbeing resources, an Employee Assistance Programme, Mental Health First Aiders, Inclusion Advocates and development opportunities.

What’s next?

Applicants will complete a short online application, provide a current CV and answer application questions, including current salary information. Applications can progress only from candidates with the right to work in the United Kingdom. Reasonable adjustments and flexible working options are available.

Contact

Mercedes-Benz Financial Services UK Limited
Delaware Drive
MK15 8BA Milton Keynes
Email: Careers@Mercedes-Benz.com