MOBILIZE - CHIEF CUSTOMER OFFICER

This is an exciting opportunity to lead the customer services department for a leading automotive financial services organisation. Mobilize Financial Services offers you the exciting experience of working in the banking business while enjoying a central place in the automotive industry. This position is part of the Executive Management Committee and reports to the CEO, RCI Bank UK Ltd, RCI Financial Services Ltd and the relevant Global Headquarters.

With a 60-year history in the UK, Mobilize Financial Services is the finance company for four of the UK's leading car brands: Renault, Dacia, Nissan and Alpine. Mobilize Financial Services places customer satisfaction at the heart of its actions: retail and professional customers, car manufacturers and car dealers, providing innovative financing, insurance, services & payment solutions. Our UK subsidiary has 300+ team members whom are based in Rickmansworth, on the outskirts of London.

JOB PURPOSE

Leads the Customer Services department with full accountability for delivering industry-leading customer service and embedding operational resilience across MFS.
Champions the customer voice and drives continuous improvement in service levels throughout the customer journey.
Maintains and governs the Operational Resilience (OR) framework, ensuring effective communication, implementation, and oversight of operational resilience measures—including business continuity planning, vendor and third party risk management, and cybersecurity and IT controls. Responsibility for the OR framework is shared with the Chief Information Officer, reflecting joint enterprise wide accountability.
Coordinates a customer-centric and resilient approach across all teams, ensuring alignment with strategic objectives and regulatory expectations.
Embeds a culture of Customer Centricity through robust systems, processes, and comprehensive operational and strategic metrics.
Fosters a culture of customer service, personal accountability under SM&CR, and innovation to support the ongoing success of MFS.
Ensure adherence to FCA/PRA requirements under SM&CR, including maintaining operational resilience and risk controls, while holding responsibility as a Senior Manager Function (SMF) under the Senior Managers and Certification Regime (SM&CR), ensuring clarity and accountability across all designated responsibilities in accordance with the Statement of Responsibilities.

RESPONSIBILITIES AND ACCOUNTABILITIES

SM&CR Responsibilities:

Comply with the company’s SM&CR requirements, including timely completion of mandatory training, adherence to all company policies and procedures and participation in the annual attestation process.
Collaborate with the People and Compliance teams to provide required documentation (e.g., job descriptions, CVs, regulatory references, fit and proper evidence).
Adhere to the SM&CR framework, including FCA/PRA Conduct Rules and Senior Manager Conduct Rules.
Ensure a comprehensive handover document is prepared for all absences (temporary or permanent) longer than three working days, clearly outlining key responsibilities, ongoing tasks, and associated risks. This also applies to leavers, where a full handover plan including identification of key risks shared and must be documented and communicated to relevant stakeholders.
Embed Consumer Duty requirements and responsibilities into day-to-day practices, ensuring alignment with the expectations and standards set by the FCA and PRA.
Document any delegated tasks to ensure accountability and transparency.
Recognised as a Material Risk Taker under the regulatory framework, with responsibilities and decision-making authority that have a significant impact on the firm’s risk profile. Ensure alignment with remuneration and governance requirements applicable to MRTs.

INDIVIDUAL RESPONSIBILITIES

Lead the transformation of the Customer Services teams into a streamlined, customer focused organisation with exceptional levels of demonstrable customer satisfaction.
Define and oversee the delivery of the resourcing, working practices, processes, and systems required to support the organisation’s Operational Resilience (OR) programme across the entire business. This responsibility is shared with the Chief Information Officer, reflecting joint enterprise wide accountability rather than a Customer Services–specific remit.
Ensuring that Important Business Services (IBS) delivered within the business are identified, mapped, assessed for resilience identifying gaps and defining remediation measures to improve resilience.
Support and coach team members and colleagues during the transformation process
Enable further transformation of customer contact, helping customers to switch to digital communication methods and receiving the support they require across all stages of the customer lifecycle
Improve current Key Performance Indicators, including but not limited to service / arrears levels / complaints
Define, implement and oversee the Customer Satisfaction programme
Take overall responsibility of all Customer Management activities for customers during the ‘Ownership’ and ‘Retention’ lifecycle stages
Manage and seek resolution of all customer complaints, ensuring compliance with company policies, regulation and key performance indicators
Ensure disaster recovery and business continuity plans are tested and effective
Drive innovation and continuous improvement using agile methodologies and MVP principles

RISK MANAGEMENT:

Identify, assess, and mitigate key risks within the remit of the role.
Ensure adherence to relevant risk management policies and procedures.
Escalate issues and report risks appropriately.
Partner with Risk and Compliance teams to manage operational and customer-related risks.

STAKEHOLDER MANAGEMENT:

All Functional Areas

TEAM LEADERSHIP:

Leads and manages a large, complex, and fast-paced customer operations team within a metrics-driven and quality-focused environment. Ensures delivery against demanding KPIs while driving strategic transformation, operational resilience, and customer-centric initiatives. Builds and develops high-performing teams, fosters a culture of accountability and innovation, and aligns operational performance with regulatory requirements and organisational objectives.
Implements structured performance management frameworks to monitor KPIs and quality standards across all customer service functions.
Drives continuous improvement through coaching, mentoring, and capability development programs for team leaders and frontline staff.
Champions agile methodologies and digital tools to enhance efficiency and customer experience.
Establishes clear governance and reporting lines to ensure accountability and transparency in decision-making.
Promotes cross-functional collaboration to align customer operations with risk, compliance, and strategic priorities.
Embeds a culture of resilience and adaptability, preparing teams to respond effectively to operational disruptions and regulatory changes.

KEY SKILLS AND EXPERIENCE:

Essential:

Manages and delivers an integrated customer experience across omni-channel touchpoints for a brand recognised for excellence in customer outcomes.
Demonstrates a clear understanding of the financial regulatory environment and its application to operational and customer processes.
Oversees the delivery and management of business-critical processes, with proven experience in implementing organisational and business change.
Provides oversight of vendor risk management and cybersecurity measures impacting customer operations, ensuring resilience and compliance with regulatory standards.
Balances strategic oversight with operational delivery, ensuring objectives are met within a goal-driven, target-oriented environment.
Communicates effectively at all levels, with strong verbal and written skills that support clarity and influence.

CONDUCT RULES:

As an SMF role holder, the job holder must comply with the FCA and PRA Individual Conduct Rules, including those specifically applicable to Senior Managers under the Senior Managers Regime. These include:

Individual Conduct Rules

Acting with integrity.
Acting with due skill, care, and diligence.
Being open and cooperative with regulators.
Treating customers fairly and with respect.
Observing proper standards of market conduct.
Ensuring effective control of the firm’s business.

Senior Manager Conduct Rules

Ensure that the function of the firm for which you are responsible is controlled effectively.
Take reasonable steps to ensure that the function of the firm for which you are responsible complies with the relevant requirements and standards of the regulatory system.
Take reasonable steps to ensure that any delegation of your responsibilities is to an appropriate person and that you oversee the discharge of the delegated responsibility effectively.
Disclose appropriately any information of which the FCA or PRA would reasonably expect notice.

Interested candidates should apply by sending your CV to: daryl.mason@hartmannmason.com

Closing date: 14th March 2026