Project Manager

Rate: £605.55 per day (via umbrella)

Duration: 6 months

Location: London – Hybrid working model (2 days on-site)

You will lead an end-to-end remediation programme to identify, quantify, and correct invoice and VAT-related charging issues across defined periods. The role has full accountability for the data-led investigation, customer impact assessment, refund and repayment calculations, customer communications strategy, and operational delivery controls. You will work closely with Finance, Tax/VAT, Loan Operations, Complaints, Relationship Managers (RMs), and Compliance/Legal to deliver a compliant and customer-focused outcome.

Key Responsibilities

Programme Leadership & Governance

• Own the remediation scope, assumptions, delivery plan, and timelines; manage RAID and interdependencies.
• Establish governance, reporting cadence, and a robust audit trail suitable for internal and external scrutiny.
• Coordinate cross-functional delivery across Operations, Finance, Tax, Technology/Data, Conduct/Compliance, Legal, and RMs.

Data Extraction, Reconciliation & Analysis

• Lead the extraction of all relevant datasets, including invoices, charge lines, VAT codes, GL postings, and customer/account master data for all in-scope periods.
• Define the data dictionary and “golden source” dataset, ensuring strong data quality controls (completeness, duplication, mismatches, reversals, and credit notes).
• Partner with Finance to reconcile invoice and sub-ledger outputs to the General Ledger and VAT control accounts; resolve discrepancies and document outcomes.

Invoice Validation & Issue Quantification

• Design and execute validation tests to confirm invoice accuracy and identify incorrect charges or VAT treatment.
• Quantify the impacted customer population and financial exposure (overcharges and undercharges) by customer, product, legal entity, period, and root cause.
• Maintain a detailed exception log and supporting evidence pack (including sampling, test results, and reconciliations) to support approvals and audit requirements.

Refund & Repayment Methodology

• Define, govern, and obtain approval for the refund calculation methodology, including netting rules, rounding, FX treatment, and handling of closed accounts.
• Calculate repayment amounts per customer/account and produce controlled refund files with full traceability back to invoice line items.
• Align the interest treatment with agreed governance, noting Group VAT guidance that interest should neither be paid nor reclaimed on erroneous VAT amounts unless formally approved otherwise.

Customer Communications & RM Engagement

• Develop a compliant customer communications and refund strategy, including segmentation, channels, timings, and approvals.
• Draft clear, customer-friendly templates, RM scripts, and FAQs in plain English with defined next steps.
• Brief and mobilise Relationship Managers and frontline teams to support customer outreach and manage queries effectively.

Process & Control Improvements (Prevention)

• Provide guidance and Operating Instructions (OI) for correct invoice categorisation and VAT coding going forward.
• Work with Loan Operations and Finance to enhance processes and embed preventative and detective controls (e.g. validation rules and periodic reviews).

Requirements / Skills

Essential Experience

• Proven experience delivering complex remediation programmes within financial services, including billing, fees, invoicing, customer refunds, or conduct remediation.
• Strong data-led investigation capability, including extracting, reconciling, and analysing large datasets to quantify customer impact.
• Experience working with Finance and Tax teams on VAT or indirect tax treatment, reconciliations, and control accounts.
• Demonstrated ability to design and operate robust controls (maker-checker, audit trails, evidence packs) in regulated environments.
• Experience producing customer communications and supporting frontline or RM engagement during remediation activity.
• Complaints oversight experience (routing, SLAs, MI, and root-cause feedback loops) is desirable.

Technical Skills

• Advanced Excel skills (data modelling, reconciliations, and control frameworks).
• SQL and/or data tooling experience (e.g. Alteryx, Power BI) strongly preferred.
• Ability to translate policy and charging logic into clear, testable validation rules.
• Strong MI, dashboarding, and reporting capability.

Behavioural Competencies

• High ownership and pace, with the ability to drive delivery across multiple teams and competing priorities.
• Clear, customer-first judgement with strong conduct risk awareness.
• Confident stakeholder management across Operations, Finance, Tax, Compliance/Legal, Technology, and senior governance forums.
• Highly detail-oriented, with the ability to simplify complex issues into clear decisions and actionable outcomes.

If you feel you meet the above criteria and are interested in discussing the role further, please contact mohammed.wasim@tapfin.com.