Job Title

You will lead the customer success and governance function within the Banking unit. Serving a client base that includes regulated entities such as banks and non-bank financial institutions, this role is pivotal in ensuring a seamless and high-quality client experience. At the same time, it upholds the highest standards of regulatory compliance, governance, and operational integrity. Core responsibilities include overseeing client onboarding, managing account lifecycles, driving risk and compliance frameworks, and championing continuous service enhancement.Manage the full onboarding lifecycle for regulated entities, ensuring a smooth, compliant, and efficient experience.Serve as a subject matter expert on onboarding policies, regulatory requirements, and operational standards.Guide clients in adopting digital transaction platforms and onboarding tools.Collect feedback to inform system improvements and participate in user acceptance testing and product/service rollouts.Identify and manage operational, compliance, and transactional risks associated with regulated clients.Develop and test governance controls in line with FCA, AML, and PSD2 standards.Maintain a comprehensive risk register and support audits, control testing, and regulatory submissions.Oversee client periodic reviews and ensure Know Your Business (KYB) data is current and complete.Serve as the primary contact for client queries, escalations, and service needs post-onboarding.Develop deep client relationships by understanding their business models and regulatory environments.Collect and analyse client feedback to improve services and risk processes.Draft, review, and maintain customer service and governance policies and procedures.Monitor regulatory changes and ensure internal standards remain compliant.Lead incident management processes, including root cause analysis and remediation planning.Ensure proper incident documentation and resolution in accordance with governance frameworks.Develop training programs for clients on secure transactions, compliance expectations, and digital tools.Educate internal teams on customer service standards and governance best practices.Track customer success and governance metrics (e.g., NPS, CSAT, incident resolution rates).Prepare regular performance and compliance reports for leadership and regulatory bodies.Ensure customer and transaction data adheres to GDPR and internal data governance standards.Champion data accuracy, confidentiality, and secure information practices.Identify client needs and opportunities for additional services within the regulatory framework.Collaborate with product and relationship teams to support cross-sell and upsell initiatives.Act as a bridge between clients and internal stakeholders (product, compliance, risk, IT).Drive alignment between client growth, customer excellence, and governance requirements.For a confidential conversation please call or email your application