Business Manager – Customer Query Management

Location: Glasgow

About the Role

Albany Beck is seeking an organised, proactive and highly capable Business Manager to support the Head of Customer Query Management within a leading financial services organisation.

This role sits at the heart of the function, combining business management, leadership office support, governance, stakeholder coordination and PMO responsibilities to ensure the team operates effectively and delivers against its strategic priorities.

You will act as a trusted partner to senior leadership, helping drive operational rhythm, coordinate key initiatives, manage governance activities and support service improvement programmes that enhance customer outcomes.

This is an ideal opportunity for someone who enjoys operating across both strategic and operational activities, bringing structure, organisation and momentum to a busy, customer-focused environment.

Key Responsibilities

Leadership Business Management Support

• Act as a key support to the Head of Customer Query Management, helping coordinate priorities, actions and business activities across the function.
• Prepare agendas, briefing materials and pre-read packs for leadership meetings and stakeholder forums.
• Capture decisions, actions and outcomes, ensuring follow-up and delivery to completion.
• Coordinate onboarding and offboarding activities, working with relevant support teams to ensure a seamless experience.
• Maintain organisational information, team calendars, distribution lists and stakeholder contact directories.

Governance, Communications Business Rhythm

• Coordinate the operating cadence for the Customer Query Management function, including leadership meetings, performance reviews, risk forums and stakeholder engagements.
• Produce high-quality communications, leadership updates, briefing packs and team-wide announcements.
• Maintain central repositories for governance materials, decisions, actions and key documentation, ensuring information remains accessible and audit-ready.
• Support leadership reporting and governance activities, ensuring transparency of priorities, risks and progress.

PMO Change Coordination

• Maintain oversight of service improvement initiatives across areas such as process simplification, tooling enhancements, management information, training and customer experience improvements.
• Track milestones, dependencies, risks, issues and actions across multiple workstreams.
• Maintain governance artefacts including RAID logs, action trackers and programme documentation.
• Produce concise, decision-focused reporting for senior stakeholders, highlighting progress, blockers, risks and customer impact.
• Coordinate governance forums, working groups and steering committees, ensuring effective preparation, facilitation and follow-up.

Performance MI Coordination

• Coordinate the production of performance reporting across customer query operations, including volumes, backlogs, response times, service levels and customer outcomes.
• Ensure reporting consistency, data quality and alignment across stakeholders.
• Analyse trends, identify emerging themes and support leadership teams in understanding root causes and improvement opportunities.
• Support performance deep-dives by consolidating insights, actions and recommendations from SMEs and operational teams.

Stakeholder Management Continuous Improvement

• Build strong relationships across Operations, Risk, Change, Technology and Customer Service teams.
• Coordinate stakeholder requests and ensure timely, consistent communication across the function.
• Support leadership decision-making by presenting options, impacts and recommended next steps.
• Identify opportunities to simplify governance, streamline reporting and improve ways of working.
• Capture lessons learned and embed sustainable improvements across the Customer Query Management function.

Skills Experience Required

• Experience in a Business Manager, Chief of Staff, COO Office, Business Support, PMO or Operations Management role within a complex organisation.
• Strong organisational skills with the ability to manage multiple priorities and stakeholders simultaneously.
• Excellent written and verbal communication skills, with the ability to create concise, executive-ready materials.
• Practical PMO experience including planning, governance, reporting, RAID management and action tracking.
• Strong analytical skills with confidence working with management information and performance data.
• Advanced PowerPoint and Excel skills.
• Strong stakeholder management capability, with the confidence to challenge, influence and drive actions to completion.
• Ability to operate effectively in a fast-paced environment where priorities can change quickly.

Desirable Experience

• Experience within customer operations, query management, complaints handling, contact centres or service operations environments.
• Financial services experience.
• Experience supporting senior executives or leadership teams.
• Exposure to operational improvement, service transformation or customer experience initiatives.

Why Join?

This is a unique opportunity to work directly with senior leadership in a high-profile customer operations function, helping shape priorities, improve customer outcomes and drive operational excellence. You will gain exposure across strategy, governance, performance management and transformation activity while playing a key role in the success of the wider function.