Governance Manager

JR United Kingdom; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Customer Excellence and Governance Manager to spearhead the customer success and governance function within its Business Banking unit. This role is essential for ensuring a seamless client onboarding process, managing risks, and enhancing customer experience while adhering to regulatory standards. The ideal candidate will possess extensive knowledge of the UK regulatory landscape and demonstrate a proven ability to deliver exceptional service. Join this forward-thinking firm to make a significant impact in the financial sector and help shape the future of customer governance and success.

Qualifications

• 3+ years in business banking or governance roles within regulated institutions.
• Strong knowledge of UK regulatory environment and transaction banking products.

Responsibilities

• Lead customer onboarding and enablement for regulated entities.
• Manage risk and compliance while ensuring high-quality customer experiences.

Skills

Business Banking Experience

Client Onboarding

Risk Management

Regulatory Knowledge (FCA, AML, PSD2, GDPR)

Customer Experience Management

Analytical Skills

Stakeholder Engagement

Communication Skills

Tools

CRM Systems

Onboarding Platforms

Digital Banking Technologies

Job description

The Customer Excellence and Governance Manager will lead the customer success and governance function 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 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 ability to manage complex issues and drive resolution.
• Proficiency in CRM systems, onboarding platforms, and digital banking technologies.
• Success by meeting key business targets individually and/or collectively within a team.
• Proven success of increasing share of wallet.
• Structured, organised and methodical in your day-to-day planning.
• Ability to interact, persuade and influence key stakeholders.
• Understanding of services required by Financial Institutions such as Foreign Exchange, all types of Payments, and Client savings services, and the intricacies within each of these schemes.
• Knowledge of UK regulatory compliance requirements, AML/Financial Crime and risk management principles is preferred.