Court-Ordered Customer Remedy Leader

The mandate

A court found that a class of dormant-account fees and agent reversals had been applied without adequate notice, requiring customer identification, repayment, interest, communication and appeal. Early mobilisation revealed incomplete identity links, duplicate wallets, deceased customers and agent-held records. The operations head was suspended after status figures omitted unresolved populations, leaving the board without trusted executive command of the remedy.

The twelve-month assignment starts within seven days and covers population logic, data reconciliation, calculation operations, payment routes, deceased and inaccessible customers, agent evidence, communication, appeals, quality control and completion reporting. Four regional clinics will test whether digital assumptions work for customers who rely on cash agents or lack current identity records. Legal interpretation remains with counsel and the court-appointed monitor.

Handover requires every in-scope population to be paid, validly excluded, held through an approved route or under a dated appeal; calculation and communication samples to pass independent assurance; and the court timetable to remain current. A permanent remedy director enters in month nine and must resolve an unseen deceased-customer plus duplicate-wallet case during a six-week overlap.

The interim may set operational controls, reject incomplete exclusion, approve payments within the court methodology, deploy the KES 4.2 billion remedy provision and replace temporary workstream leads. Counsel retains interpretation and court submissions; Finance retains accounting; Conduct owns policy; the board approves material methodology variation. The leader cannot trade repayment rights for simplified closure or suppress hard-to-reach populations.

Underlying product redesign, litigation strategy, agent-network restructuring, historical disciplinary action, customer acquisition and permanent technology replacement are outside scope. This seat delivers the authorised remedy faithfully and leaves traceable evidence. Suspected fraud, employee misconduct or deliberate reporting omission moves to protected investigation channels without delaying legitimate customer payment unnecessarily.

Why this seat is open

The court timetable began before the organisation had reconciled the affected population or established one completion truth. Suspension of the prior leader followed evidence that inconvenient cohorts had disappeared from headline status. The board requires temporary authority to protect customers, restore reporting credibility and complete the mandate under independent scrutiny.

What you will own

• Establish the authoritative remedy population across wallets, identities, agents, dormant accounts, reversals and deceased customers.
• Govern calculations, interest, payment routing, communication, returned funds, appeals, exclusions and inaccessible-customer treatment.
• Reject closure for any cohort lacking reproducible eligibility, evidence, authorised disposition and appropriate customer protection.
• Deploy the approved provision and operational resources within methodology while escalating material variation to the board.
• Lead four regional clinics to test identity, agent, language, access and appeal assumptions against real customer circumstances.
• Produce court-timetable evidence, quality samples, exception ageing, payment reconciliation and protected investigation referrals.
• Transfer an assured population and unfamiliar deceased-customer plus duplicate-wallet case to the permanent remedy director.

Candidate qualifications

• Held executive authority for a court, regulator or ombudsman-directed mass customer remedy in financial services.
• Reconciled identity, account, transaction, agent and payment evidence across difficult or vulnerable customer populations.
• Managed deceased, duplicate, inaccessible and disputed beneficiaries without simplifying away lawful repayment rights.
• Separated legal methodology, operational execution, financial accounting, conduct ownership and independent assurance accountabilities.
• Has challenged misleading completion reporting and protected whistleblowing or investigation while continuing legitimate payments.
• Completed successor transfer through a live exceptional case that tested calculation, identity and evidentiary judgement.

Non-negotiables

• Can start onsite in Nairobi within seven days and attend all four regional remedy clinics.
• Brings mass-remedy executive delivery under external scrutiny; complaints operations or project management alone is insufficient.
• Will not exclude hard-to-reach, deceased or agent-served customers to improve reported completion.
• Accepts legal interpretation, court representation, accounting, policy, investigation and methodology change as reserved matters.

1. 49 words maximum. Describe the hardest beneficiary-population problem you resolved in a court or regulator-directed remedy.
2. 49 words maximum. What is your earliest Nairobi start date and availability for four regional clinics?
3. 49 words maximum. How would you prevent inaccessible customers from disappearing behind a reported completion percentage?