Complaints Reporting & Governance Manager

NatWest Group; City of Edinburgh; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading banking institution seeks a Complaints Governance & Reporting Manager in Edinburgh. The role emphasizes managing governance and reporting at various levels while leading a team to ensure compliance and optimize operations. This hybrid position allows for both remote and in-office work, requiring a proven track record in governance and communication skills. Experience in complaint regulations and project management is ideal.

Qualifications

• Proven track record in governance, operations, and business functions.
• Experience with Complaint regulations.
• In-depth understanding of risk management.

Responsibilities

• Manage governance and reporting for retail complaints.
• Lead a small team focused on compliance and operational resilience.
• Foster proactive engagement with senior leadership.

Skills

Governance

Operations

Risk management

Project management

Communication skills

Job description

Join us as a Complaints Governance & Reporting Manager

• In this role, you'll be responsible for the management and co-ordination of Governance and Reporting at a Retail Complaints and enterprise-wide level
• You'll also be responsible for leading a small team that drives activity to maintain compliance, optimise operational resilience, and align strategies within the Retail Complaints business
• This is a chance to collaborate with the leadership team in Complaints and ensure that governance and reporting efforts align with strategic goals
• You'll work from home some of the time, but you'll also spend two days per week working from the office

What you'll do

You'll provide comprehensive support to governance forums, including the preparation and dissemination of reports and maintain documentation that demonstrates ongoing compliance and governance metrics. We'll look to you to support with the strategic change and embedding of new strategies into the complaints business as well as assessing new proposed changes to improve performance. You'll also foster proactive engagement with senior leadership to align on strategic priorities and initiatives and facilitate open channels of communication to ensure timely updates and effective decision-making processes.

In addition, you'll monitor the delivery of action items from meetings and strategic plans, tracking progress systematically and providing regular updates and insights to relevant stakeholders regarding the status of actions and initiatives. You'll also support the execution of business-wide strategies and initiatives, ensuring alignment with overall objectives and supporting the communication and dissemination of key strategic initiatives across the bank.

Additionally, you'll:

• Deliver the assessment and implementation of complaints performance change, ensuring the thoughtful delivery of appropriate strategies and action plans to improve performance across the team
• Prepare and organise essential documentation and materials required for leadership meetings and ensure access to meeting agendas, minutes, and follow-up documentation
• Develop and organise forward-looking meeting agendas that prioritise strategic discussions and support, ensuring meetings are productive and focussed, ultimately leading to actionable outcomes
• Analyse performance data to provide insights and actionable recommendations for continuous improvement and report findings to leadership, proposing enhancements based on data-driven insights
• Support on ensuring that strategic change projects, specifically those relating to AI, integrating seamlessly with existing policies and governance frameworks while fostering a culture of innovation and maintaining compliance with governance standards

The skills you'll need

We're looking for someone with a proven track record in delivering results across governance, operations and business functions. You'll have experience or knowledge of Complaint regulations and requirements and in managing complex projects that involve diverse people, processes, and technology. You'll also have an in-depth understanding of risk management and its implications for business and customers, including regulatory and reputational factors. It'll be ideal if you have experience of managing a team, however it's not essential.

As well as this, we're looking for:

• The ability to innovate solutions for complex issues and enhance client experiences while safeguarding business interests
• Excellent written and verbal communication skills with expertise in communicating complex or detailed information in a simple and clear style
• The ability to plan and prioritise workloads to ensure the most efficient use of the time and resources available
• The ability to think strategically, demonstrating thought leadership while being capable of translating concepts into effective processes within acceptable timeframes and budgets

Hours: 35

Job Posting Closing Date: 21/10/2025

Ways of Working: Hybrid