Complaint Governance Manager

NatWest Group; City of Edinburgh; Híbrido; GBP 60.000 - 80.000; Jornada completa

Descripción de la vacante

NatWest Group is seeking a Complaint Governance Manager to lead performance management across the business in a hybrid Edinburgh role. You will develop and implement the complaints performance improvement plan and ensure adherence to the policy framework and conduct risk requirements.

The role collaborates with senior stakeholders to identify risks and drive action plans. The position emphasizes data-driven insights, strong influencing skills and cross-team coordination to deliver sustained

Formación

• Experience in complaints management, performance, efficiencies, compliance and customer experience with track record of delivery.
• Knowledge of how complaints regulatory, political, reputational and environmental risk issues impact a complex financial services business.

Responsabilidades

• Develop and deliver a strong performance management plan across the business.
• Design and implement the complaints performance improvement plan.
• Establish a robust governance framework engaging all relevant stakeholders for effective decision making.
• Ensure all aspects of complaints performance management are delivered in line with policy framework and conduct risk requirements.
• Collaborate with leadership to manage known risks and emerging issues.
• Interpret complaints MI and related risks to develop effective action plans.

Descripción del empleo

Join us as a Complaint Governance Manager

• Take on a key role with great development potential and the chance to hone your relationship management capabilities
• You’ll improve performance across the team by delivering the assessment of complaints performance change, converting these into strategies and action plans
• This is a highly visible and collaborative role, and you’ll have the opportunity to work closely with both internal and external stakeholders while making a real impact with your work

What you’ll do

In this influential role, you’ll be developing and delivering a strong performance management plan across the business, contributing to prioritising, designing and implementing the complaints performance improvement plan. You’ll implement a robust governance framework that engages all relevant stakeholders to enable effective decision making.

We’ll also look to you to make sure that all aspects of complaints performance management are delivered in line with the policy framework and in accordance with conduct risk requirements.

In addition, you’ll:

• Support with strategic change and embedding of new strategies into the complaint business as well as assessing new proposed changes to improve performance
• Work closely with the other leadership and wider business heads to manage and close down known risks and new emerging issues
• Collaborate with other colleagues and teams on the interpretation of complaints MI and related risks to develop effective action plans

The skills you’ll need

We’re looking for someone with experience in complaints management, performance, efficiencies, compliance and customer experience with a clear track record of delivery. This would be coupled with general knowledge of how complaints regulatory, political, reputational and environmental risk issues impact a complex financial services business

You’ll also demonstrate:

• The ability to assimilate a large amount of data and MI, and identify trends or areas of focus
• Strong collaborative relationship skills and the ability to work with a broad range of internal and external stakeholders
• Strong and well-developed influencing skills and the ability to manage relationships with senior stakeholders
• Excellent analytical skills and the ability to summarise findings into simple, easy to understand formats
• Experience of working to tight deadlines and managing a number of conflicting and frequently changing priorities

Hours
35

Job Posting Closing Date: 22/10/2026

Ways of Working:Hybrid