Job Description
MAIN OBJECTIVES:
The Customer Excellence and Governance Manager will lead the customer success and governance function within the Business Banking unit, specifically supporting the Transaction Banking Division that serves regulated entities such as banks and non-bank financial institutions (NBFIs). This pivotal role will focus on regulated client onboarding, account management, first-line risk and compliance controls, quality assurance, and continuous improvement of customer experience. The role ensures a seamless balance between delivering exceptional client service and maintaining strong governance, regulatory adherence, and operational resilience
Key Responsibilities
1. Customer Onboarding and Enablement
2. Risk and Compliance Management (First Line of Defence)
3. Customer Experience and Relationship Management
4. Policy and Procedure Alignment
5. Incident and Issue Resolution
6. Training and Education
7. Performance Monitoring and Reporting
8. Data Governance and Security
9. Strategic Support and Upselling
10. Collaboration with Other Functions
EXPERIENCE A...