Customer Excellence and Governance Senior Executive

The Customer Excellence and Governance Senior Executive will support the Customer Excellence and Governance function within the Business Banking unit, specifically assisting the Transaction Banking Division that serves regulated clients such as banks and non-bank financial institutions (NBFIs).

This position will assist in regulated client onboarding, day-to-day client service, support of compliance documentation, quality assurance, and maintaining high standards of operational and customer excellence. The role offers an excellent opportunity to gain foundational experience in a fast-paced, regulated financial services environment.

The role will entail: 

1. Customer Onboarding and Enablement

· Assist with document collection and preparation for regulated client onboarding.

· Learn and support the use of onboarding platforms and account opening systems.

· Provide first-line support to clients on onboarding steps and digital platforms.

· Collect client feedback to share with the wider team for process improvements.

2. Risk and Compliance Management

· Support the maintenance of up-to-date KYC/KYB records and periodic review data.

· Ensure all client files are accurately documented and securely stored.

· Assist with gathering information for audits and internal reviews.

· Learn to identify potential gaps or issues in onboarding or compliance documentation.

3. Customer Experience and Relationship Management

· Respond to customer queries and direct issues to appropriate team members.

· Support the customer excellence team in ensuring a smooth handover from onboarding to BAU servicing.

· Monitor and log customer feedback and assist with service quality reviews.

4. Policy and Procedure Alignment

· Draft, review, and update policies and procedures to align customer experience initiatives with governance and compliance requirements.

· Monitor regulatory developments and ensure internal practices and policies are updated accordingly.

5. AD Hoc Duties

· Assist with tracking key performance indicators (KPIs) such as client onboarding time and service response metrics.

· Work with senior team members to track and follow up on open queries or complaints.

· Assist with payment, deposits, and account disputes and queries.

· Help compile reports and client data for internal use or meetings.

· Maintain secure and accurate records of client data in line with GDPR and internal controls.

· Handle confidential data responsibly and escalate any concerns immediately.

· Coordinate with internal teams including compliance, operations, and IT to resolve issues or service delays.

  Education & Training:

· Bachelor’s degree (or currently studying/final year) in business administration, Banking, Finance, Risk Management, or related field.

· Understanding of financial services, compliance, or client service is preferred) are highly desirable.

· Training will be provided; a willingness to learn and grow in a regulated environment is essential.

Requirements

The successful candidate will likely possess the following (or equivalent qualifiers):

· 2+ years of experience in customer service, onboarding, financial services, or administrative roles.

· Interest in financial regulation, client service, and operational risk.

· Strong communication and interpersonal skills.

· Attention to detail and a methodical approach to tasks.

· Ability to work well under supervision and take initiative when required.

· Proficiency in MS Office (Word, Excel, Outlook).

· Organised, reliable, and willing to work flexibly within a team.

Benefits

· 25 days annual leave entitlement plus 8 bank holidays

· Pension scheme, 4% employer contribution

· Private Medical Insurance

· 60-40 Hybrid working after successful probation period

· Training and development

· Free gym access in the building