Customer Relations Manager

As a Customer Relations Manager you will lead and embed robust policy and risk practices across the Customer Relations function, ensuring regulatory compliance, operational excellence, and a culture of continuous improvement. This role owns the complaints policy and associated MI, drives governance activity, and partners with business units to enhance customer outcomes.

Key Responsibilities:

Policy Ownership & Governance

• Own and maintain the YBS Customer Relations Policies, including, Complaints and Unacceptable Customer Behaviour Policy, ensuring it remains current, compliant, and aligned with organisational and regulatory changes.
• Lead the sign-off process for YBS mandatory complaints learning, ensuring all content is accurate, relevant, and effectively delivered to colleagues.
• Ensure policy adherence across all three lines of defence, including oversight of T&C schemes and quality assurance processes.
• Lead external responses to consultations relating to Customer Relations Policy and use external insight to drive improvements across YBS relating to improvements in complaint handling.

Risk & Committee Engagement

• Represent Customer Relations in relevant risk and governance forums, providing updates and insights as required by committee mandates.
• Monitor and report on conduct risk appetite metrics, escalating issues and non-compliance to the Enterprise Risk Management team.

Complaints MI Ownership

• Own and continuously improve Complaints MI, ensuring it provides actionable insights to drive performance, compliance, and customer satisfaction.
• Use MI to inform targeted improvements and support a culture of learning and accountability across the function.

Business Partnering

• Lead the team who act as a strategic partners to internal stakeholders, supporting initiatives that improve complaint handling, customer experience, and operational efficiency.
• Collaborate with cross-functional teams to embed policy and risk considerations into business change and service delivery.

Leadership Development

• Champion continuous professional development for Customer Relations leaders, identifying learning needs and facilitating access to relevant training and coaching.
• Promote a high-performance culture through mentoring, feedback, and capability building.

Skills & Experience:

• Proven experience in complaints management, policy ownership, and risk governance.
• Strong understanding of regulatory frameworks and conduct risk.
• Excellent stakeholder engagement and influencing skills.
• Analytical mindset with experience in MI reporting and interpretation.
• Commitment to leadership development and team growth.