Client An existing client for ICG, a customer focussed services company, requires a team of detail-driven and customer-focused individuals to join our team to help ensure data accuracy and clear communication for our valued customers.

We’re seeking an experienced Remediation Manager to oversee team of remediation specialists correcting customer records and resolving fee-related issues in a high-impact, customer-focused project.

Lead a team. Solve real problems. Improve data quality.

Role

- Lead and manage a team of up to 9 Remediation Specialists

- Oversee daily operations and monitor team performance

- Handle escalated or complex customer account issues

- Liaise with internal stakeholders to align processes

- Report on progress, risks, and outcomes to leadership

Skills and Experience Required:

1. Leadership & Team Management

- Ability to motivate, guide, and support a team of remediation specialists

- Skilled at setting daily/weekly targets and ensuring accountability

- Provides coaching and development to improve performance and consistency

- Creates a collaborative, respectful, and high-performing team workplace

2. Operational Oversight & Workflow Coordination

- Plans and manages team workload to meet project milestones and remediation volumes

- Allocates tasks effectively based on team strengths and project priorities

- Monitors productivity, identifies blockers, and resolves bottlenecks quickly

- Familiarity with agile or structured workflow tools (e.g., Jira, Trello, Excel trackers)

3. Data & Process Quality Assurance

- Reviews and approves complex or high-risk customer remediations

- Develops or enforces quality assurance processes and review standards





- Identifies trends in errors and proactively addresses them through coaching or escalation

- Ensures documentation and audit trails are maintained for accountability and compliance

4. Stakeholder Engagement

- Acts as a liaison between the remediation team and project leadership, compliance, IT, or customer service teams

- Communicates progress, risks, and escalations to stakeholders clearly and proactively

- Balances operational needs with organisational policy, regulatory requirements, and customer experience

5. Problem Solving & Decision-Making

- Handles complex or unclear customer record/account issues that specialists escalate

- Applies logic, risk assessment, and good judgement to make fair and compliant decisions

- Identifies patterns and systemic issues, and proposes process improvements

6. Communication Skills

- Confident and professional in both written and verbal communication

- Capable of delivering performance feedback constructively

- Skilled at drafting clear internal process updates, issue escalations, and status reports

7. Time Management & Prioritisation

- Can manage multiple streams of remediation work simultaneously

- Balances speed with quality and escalates delays or competing priorities early





- Maintains focus under pressure and supports the team in doing the same

8. Integrity & Compliance Awareness

- Strong understanding of data privacy, customer confidentiality, and compliance expectations

- Ensures that remediation actions are aligned with organisational standards and relevant regulations

9. Technical & System Proficiency

- Able to generate reports or analyse data to monitor performance and accuracy

- Comfortable working with spreadsheets and dashboards for reporting

10. Change Management & Adaptability

- Helps team navigate process changes, new tools, or shifting priorities

- Encourages flexibility and fosters a mindset of continuous improvement

- Quickly interprets new directives and translates them into team-level actions

Logistics

Start date - Timing: The aim is to commence work in the first week of July

Duration: Initial project will run for 6 months

Location: Sydney, with a strong preference to work from the office due to the customer service and remediation nature of the role.

Rate: Rate to the Remediation Manager will be $900-$1,100/day

Application Close date: No later than EOD Tuesday 10th, June 2025. (AEDT)

- All Accredited Professional must become a Member of ICG if not already the case

- APT’s (Resume's) must be lodged by (EOD Tuesday 10th, June) We will review all APT's and select the best 3 for the client. The client will then conduct interviews.

- Please note that the net rate quoted is an ICG Affiliate rate available for

ICG Members only.

- Any previously agreed and documented rates for candidates introduced to ICG via approved 3rd parties will be honoured.

📌 Consultant Gig #1008–SYD–Remediation Manager (Sydney)
🏢 Internal Consulting Group
📍 Sydney