Risk Events Redress Specialist

Location: Stirling
Job Reference: 1292176
Role Grade: B2 - TLS

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About This Role

Summary of the role

 The Redress Specialist will act as a subject matter expert (SME) within the Notifiable Events team, providing oversight, guidance, and coaching to redress processors. The role ensures that redress calculations and payments are accurate, consistent, and compliant with regulatory and contractual requirements. This role plays a key part in safeguarding client interests, maintaining regulatory compliance, and upholding the organisation’s reputation.

What you’ll be doing
  • Conduct oversight and quality assurance checks on redress calculations and payments
  • Ensure all redress activity meets regulatory, contractual, and internal standards
  • Identify errors, trends, or risks and work with the team to implement corrective actions
  • Provide assurance reporting to management on redress activity and quality
  • Act as the SME on redress methodologies, policies, and regulatory guidance
  • Provide technical input on complex or escalated redress cases.
  • Maintain up-to-date knowledge of regulatory developments and industry best practice
  • Support continuous improvement of redress processes, tools, and controls
  • Deliver training sessions to redress processors on calculation standards, methodologies, and regulatory expectations
  • Coach processors to build technical capability, accuracy, and confidence
  • Provide constructive feedback, support development plans, and promote a learning culture
  • Act as a point of contact for queries and technical support
  • Liaise with internal stakeholders (Risk, Compliance, Legal, Operations) to align redress practices with regulatory standards
  • Support the Notifiable Events team in responding to client and regulatory queries relating to redress
  • Contribute to internal governance forums by providing updates on redress activity, risks, and quality trends
What we’re looking for

Strong knowledge of redress calculation methodologies within Life & Pensions
Experience of working within a regulatory or client-driven environment
Proven track record of quality assurance, oversight, or audit of redress activity
Strong coaching, training, and mentoring skills
Excellent analytical and problem-solving skills
High attention to detail with commitment to accuracy and fairness
Strong written and verbal communication skills
Professional qualification in pensions, life insurance, or compliance (e.g., CII, PMI, ICA) (Desirable)
Experience of direct engagement with regulators or auditors (Desirable)
Knowledge of complaints handling and customer redress frameworks (e.g., FCA DISP) (Desirable)

The hiring manager to contact is: Kevin McGuire Email: Kevin.McGuire@diligenta.co.uk

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