Customer Governance Manager

JR United Kingdom; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading company in the financial sector is seeking a Customer Excellence and Governance Manager to oversee customer success and governance functions. This role focuses on client onboarding, compliance, and enhancing customer experiences while ensuring adherence to regulatory standards. The ideal candidate will have a strong background in business banking and a deep understanding of the UK regulatory landscape, with proven skills in risk management and stakeholder engagement.

Qualifications

• 3+ years in business banking or governance roles.
• Strong knowledge of UK regulatory environment (FCA, AML, PSD2, GDPR).
• Proven ability to deliver high-quality customer experiences.

Responsibilities

• Lead customer onboarding and governance functions.
• Manage risk and compliance as first line of defence.
• Ensure high-quality customer service while maintaining governance.

Skills

Customer Experience Management

Risk Management

Regulatory Compliance

Stakeholder Engagement

Analytical Skills

Tools

CRM Systems

Onboarding Platforms

Digital Banking Technologies

Job description

The Customer Excellence and Governance Manager will lead the customer success and governance functions within the Business Banking unit, specifically supporting the Transaction Banking Division that serves regulated entities such as banks and non-bank financial institutions (NBFIs). This pivotal role will focus on regulated client onboarding, account management, first-line risk and compliance controls, quality assurance, and continuous improvement of customer experience. The role ensures a seamless balance between delivering exceptional client service and maintaining strong governance, regulatory adherence, and operational resilience.

Key Responsibilities

1. Customer Onboarding and Enablement
2. Risk and Compliance Management (First Line of Defence)
3. Customer Experience and Relationship Management
4. Policy and Procedure Alignment
5. Incident and Issue Resolution
6. Training and Education
7. Performance Monitoring and Reporting
8. Data Governance and Security
9. Strategic Support and Upselling
10. Collaboration with Other Functions

Experience and Skills Required:

• 3+ years of experience in business banking, transaction banking, client onboarding, or governance roles, preferably within a regulated financial institution.
• Strong knowledge of regulated entity onboarding (banking/NBFI clients) and transaction banking products.
• Deep understanding of the UK regulatory environment (FCA, AML, PSD2, GDPR).
• Experience in risk management, operational controls, and first-line defence activities.
• Proven ability to deliver high-quality customer experiences while maintaining governance standards.
• Excellent communication, relationship management, and stakeholder engagement skills.
• Analytical mindset with the ability to manage complex issues and drive resolution.
• Proficiency in CRM systems, onboarding platforms, and digital banking technologies.
• Success in meeting key business targets individually and/or collectively within a team.
• Proven success in increasing share of wallet.
• Structured, organized, and methodical in daily planning.
• Ability to interact, persuade, and influence key stakeholders.
• Understanding of services required by Financial Institutions such as Foreign Exchange, Payments, and Client savings services, along with their intricacies.
• Knowledge of UK regulatory compliance requirements, AML/Financial Crime, and risk management principles is preferred.