VP Customer Remediation Validation

Remediation Validation Leader is responsible for designing, implementing, and overseeing enterprise-wide validation processes to ensure all remediation plans are complete, correctly address customer harm, utilize accurate code, and that all required actions are executed as intended. This role ensures every impacted customer account is properly remediated by establishing and maintaining methodologies and controls that align with internal policies and regulatory requirements.

Key Responsibilities:

• Lead the development and execution of control and validation processes for remediation activities across the enterprise.

• Verify that remediation plans are comprehensive, address the proper harm, and are both coded and implemented accurately and completely.

• Provide credible challenge and independent oversight for all remediation activities to ensure quality and compliance with standards and regulations.

• Ensure corrective actions and trailing activities are thoroughly verified and in alignment with established organizational policies and procedures.

• Manage, mentor, and develop high-performing teams of testers and senior analytics resources responsible for comprehensive remediation validation activities and effective challenge.

• Partner with leaders and key stakeholders across all functions to drive continuous process improvement efforts and share best practices.

• Work and negotiate with key leaders across the organization to resolve conflicting priorities, serving as the executive point of escalation for remediation validation issues.

• Identify, assess, and mitigate risks related to remediation processes, supporting the organizations commitment to operational excellence and risk mitigation.

• Report on remediation validation findings, trends, and gaps to executive leadership and recommend actionable solutions.

Represent the organization in discussions and meetings with regulators and external auditors specific to remediation validation and controls.

Qualifications/Requirements:

Bachelors degree in Business, Risk Management, Finance, or a related field. In lieu of a degree, 7 years’ experience in a financial services analytical collections, operations, or customer service setting.

8+ years of experience in risk management, internal audit, compliance, or similar control environment within a large, matrixed organization, with at least 5 years in a leadership capacity.

• Strong understanding of the consumer remediation process and downstream impacts related to customer harm.

Proven experience interfacing with executive management and regulators.

Exceptional leadership, communication, and stakeholder engagement capabilities.

Demonstrated ability to manage multiple projects and priorities in a fast-paced environment.

Strong analytical, critical thinking, and problem-solving skills.

Unquestionable integrity and ethical standards.

Desired Characteristics:

Previous experience building or transforming remediation or issue validation functions in a large, regulated enterprise.

Proven experience designing, managing, and overseeing controls for an L3 or L2 process.

Deep knowledge of remediation management, validation/testing practices, and regulatory requirements.