First Line Monitoring and Outcome Testing Manager

Job Description We are looking for an experienced outcome tester and manager who will be responsible for designing and implementing first-line monitoring. The First Line Monitoring and Outcome Testing Manager is responsible for designing, implementing and leading firstline monitoring and outcome testing activity across the Motor Finance Remediation Programme to ensure:Fair, consistent and compliant customer outcomesEffective operation of remediation controlsClear evidence of firstline ownership in line with regulatory expectationThe 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.What youll be doing:First Line Monitoring & Outcome TestingDesign and operate a riskbased first line monitoring and outcome testing framework covering all stages of the motor finance remediation lifecycle, including:Customer identification and cohortingRedress eligibilityCustomer communications (written and verbal)Vulnerable customer treatmentComplaints, rebuttals and escalationsOperational MIDefine outcomefocused testing approaches, including sampling methodology, tolerances, success criteria and evidencing standards.Post scheme go live deliver endtoend outcome testing to assess whether customers receive fair, accurate and timely remediation outcomes, not just procedural complianceEmbed vulnerable customer considerations into monitoring and outcome testing activity, ensuring differentiated journeys are operating as designed.Issues, Risk & Remediation OversightIdentify risks, control weaknesses, trends and systemic issues through monitoring and testing activity.Support the oversight of remediationrelated firstline risks, ensuring mitigations are clearly defined and operating effectively.Escalate material issues, customer harm themes or emerging risks through programme and compliance governance forums.Management Information & GovernanceDesign and deliver clear, outcomefocused MI to evidence remediation control effectiveness, trends and risks.Produce concise reporting for Programme SteerCo, Compliance & Risk Committees and senior stakeholders.Provide firstline evidence to support regulatory engagement, audit activity and secondline assurance.Stakeholder & Programme EngagementAct as a key firstline interface with:Programme leadershipOperations and remediation delivery teamsSecond line Compliance & RiskLegal, data and complaints teamsSupport programme readiness for regulatory scrutiny and external review.What wed like to see from your application:RequiredStrong experience in first line monitoring, outcome testing, quality assurance or compliance testing within financial services.Strong understanding of the Three Lines of Defence model and firstline accountability.Ability to interpret complex data and MI and translate findings into clear outcomebased conclusions.Confidence to escalate to senior stakeholders and programme leads respectfully and constructively.Regulatory knowledge within Financial ServicesDesirableKnowledge of motor finance products, commissionrelated remediation, or consumer credit regulation.Experience working on largescale remediation, redress, complaints or regulatory programmes, ideally within motor finance, retail lending or consumer credit.Experience embedding Consumer Duty / customer outcomes into monitoring frameworks.Previous peoplemanagement or programme leadership experience.Location: BerkshireDuration: Initial 3 month contract and likely to extendEmail your CV to [email protected] to apply for this role with the subject matter: (Outcome Testing + Berkshire)

Created: 2026-03-12