Join us as a Complaint Governance Manager
- Take on a key role with great development potential and the chance to hone your relationship management capabilities
- You’ll improve performance across the team by delivering the assessment of complaints performance change, converting these into strategies and action plans
- This is a highly visible and collaborative role, and you’ll have the opportunity to work closely with both internal and external stakeholders while making a real impact with your work
What you’ll do
In this influential role, you’ll be developing and delivering a strong performance management plan across the business, contributing to prioritising, designing and implementing the complaints performance improvement plan. You’ll implement a robust governance framework that engages all relevant stakeholders to enable effective decision making.
We’ll also look to you to make sure that all aspects of complaints performance management are delivered in line with the policy framework and in accordance with conduct risk requirements.
In addition, you’ll:
- Support with strategic change and embedding of new strategies into the complaint business as well as assessing new proposed changes to improve performance
- Work closely with the other leadership and wider business heads to manage and close down known risks and new emerging issues
- Collaborate with other colleagues and teams on the interpretation of complaints MI and related risks to develop effective action plans
The skills you’ll need
We’re looking for someone with experience in complaints management, performance, efficiencies, compliance and customer experience with a clear track record of delivery. This would be coupled with general knowledge of how complaints regulatory, political, reputational and environmental risk issues impact a complex financial services business
You’ll also demonstrate:
- The ability to assimilate a large amount of data and MI, and identify trends or areas of focus
- Strong collaborative relationship skills and the ability to work with a broad range of internal and external stakeholders
- Strong and well-developed influencing skills and the ability to manage relationships with senior stakeholders
- Excellent analytical skills and the ability to summarise findings into simple, easy to understand formats
- Experience of working to tight deadlines and managing a number of conflicting and frequently changing priorities
Hours
35
Job Posting Closing Date: 22/10/2026
Ways of Working:Hybrid
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Complaint Governance Manager employer: NatWest Group
As a Principal Engineer in Economic Crime Services, you will thrive in a dynamic and innovative work culture that prioritises customer experience and engineering excellence. Our commitment to employee growth is evident through opportunities for senior stakeholder engagement and leadership development, all while working in a hybrid environment that promotes flexibility and collaboration. Join us to be part of a forward-thinking team dedicated to tackling economic crime with cutting-edge technology and solutions.
