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Client<\/span><\/span>
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An existing client for ICG, a customer focussed services company, requires a team of<\/span> <\/span><\/span>detail\-driven and customer\-focused individuals to join our team to help ensure data accuracy and clear communication for our valued customers.<\/span><\/b><\/span><\/span>
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<\/span><\/p>We're seeking an experienced<\/span> <\/span><\/span>Remediation Manager<\/span><\/b> to oversee team of remediation specialists correcting customer records and resolving fee\-related issues in a high\-impact, customer\-focused project.<\/span><\/span><\/span>
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<\/span><\/p><\/span>Lead a team. Solve real problems. Improve data quality.<\/span><\/span><\/span>
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<\/span><\/p><\/span>Role<\/span><\/span>
<\/p>\n \n - Lead and manage a team of up to 9 Remediation Specialists<\/span><\/span><\/span>
<\/span><\/li>\n - Oversee daily operations and monitor team performance<\/span><\/span><\/span>
<\/span><\/li>\n - Handle escalated or complex customer account issues<\/span><\/span><\/span>
<\/span><\/li>\n - Liaise with internal stakeholders to align processes<\/span><\/span><\/span>
<\/span><\/li>\n - Report on progress, risks, and outcomes to leadership <\/span><\/span><\/span>
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Skills and Experience Required:<\/span><\/span><\/span><\/b><\/span><\/span>
<\/p>1. Leadership & Team Management<\/span><\/span><\/span><\/b>
<\/span><\/h3>\n \n - Ability to<\/span> <\/span><\/span>motivate, guide, and support<\/span><\/b> <\/span><\/span>a team of remediation specialists<\/span><\/span><\/span>
<\/span><\/li>\n - Skilled at setting daily\/weekly targets and ensuring accountability<\/span><\/span><\/span>
<\/span><\/li>\n - Provides coaching and development to improve performance and consistency<\/span><\/span><\/span>
<\/span><\/li>\n - Creates a collaborative, respectful, and high\-performing team environment<\/span><\/span><\/span>
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2. Operational Oversight & Workflow Coordination<\/span><\/span><\/span><\/b>
<\/span><\/h3>\n \n - Plans and manages team workload to meet project milestones and remediation volumes<\/span><\/span><\/span>
<\/span><\/li>\n - Allocates tasks effectively based on team strengths and project priorities<\/span><\/span><\/span>
<\/span><\/li>\n - Monitors productivity, identifies blockers, and resolves bottlenecks quickly<\/span><\/span><\/span>
<\/span><\/li>\n - Familiarity with agile or structured workflow tools (e.g., Jira, Trello, Excel trackers)<\/span><\/span><\/span>
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3. Data & Process Quality Assurance<\/span><\/span><\/span><\/b>
<\/span><\/h3>\n \n - Reviews and approves complex or high\-risk customer remediations<\/span><\/span><\/span>
<\/span><\/li>\n - Develops or enforces quality assurance processes and review standards<\/span><\/span><\/span>
<\/span><\/li>\n - Identifies trends in errors and proactively addresses them through coaching or escalation<\/span><\/span><\/span>
<\/span><\/li>\n - Ensures documentation and audit trails are maintained for accountability and compliance<\/span><\/span><\/span>
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<\/span><\/p>4. Stakeholder Engagement<\/span><\/span><\/span><\/b>
<\/span><\/h3>\n \n - Acts as a liaison between the remediation team and project leadership, compliance, IT, or customer service teams<\/span><\/span><\/span>
<\/span><\/li>\n - Communicates progress, risks, and escalations to stakeholders clearly and proactively<\/span><\/span><\/span>
<\/span><\/li>\n - Balances operational needs with organisational policy, regulatory requirements, and customer experience<\/span><\/span><\/span>
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<\/span><\/p>5. Problem Solving & Decision\-Making<\/span><\/span><\/span><\/b>
<\/span><\/h3>\n \n - Handles complex or unclear customer record\/account issues that specialists escalate<\/span><\/span><\/span>
<\/span><\/li>\n - Applies logic, risk assessment, and good judgement to make fair and compliant decisions<\/span><\/span><\/span>
<\/span><\/li>\n - Identifies patterns and systemic issues, and proposes process improvements<\/span><\/span><\/span>
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<\/span><\/p>6. Communication Skills<\/span><\/span><\/span><\/b>
<\/span><\/h3>\n \n - Confident and professional in both written and verbal communication<\/span><\/span><\/span>
<\/span><\/li>\n - Capable of delivering performance feedback constructively<\/span><\/span><\/span>
<\/span><\/li>\n - Skilled at drafting clear internal process updates, issue escalations, and status reports<\/span><\/span><\/span>
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<\/span><\/p>7. Time Management & Prioritisation<\/span><\/span><\/span><\/b>
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