Customer Care & Governance Analyst 12 Month Secondment

About the opportunity

This role sits in the Margin Lending and Wealth Management Business Unit part of the Consumer Banking Division. The team manages two wholly owned subsidiary brands Sandhurst Trustees Limited and Leveraged Equities Ltd.

Reporting to the Manager Customer Care & Governance you will ensure that our service proposition and focus on customers is executed professionally and in line with business risk appetite and department goals. You will assist in monitoring and reporting on the internal and external offering as well as internal processes to ensure the business delivers on customer expectations and service levels.

In this role youll get to

• Provide guidance to Customer and Partner Engagement (C&PE) on complex matters and business processes to assist with reaching customer centric outcomes with a focus on ease of doing business.
• Conduct regular reviews of business procedures to understand process gaps and areas for continuous improvement to provide a more effective service delivery to our partners and customers.
• Assess adherence to risk policies processes and procedures.
• Assist with the development implementation and management of business procedures.
• Work in partnership with various areas within the Bank to ensure that performance and service standards are met consistently and deliver optimum results.
• Assist with measuring and reporting on productivity opportunities for improvement and Customer & Partner Engagement performance levels. Assist with preparation of reporting on key risk indicators loss events breaches customer dissatisfaction etc.

What youll bring to the role

To be successful in the role you will have:

• Knowledge of investment markets.
• Ability to apply sound decision making to solving complex problems whilst managing and addressing stakeholder expectations.
• Strong communications skills with an ability to convey information clearly and concisely to engage across a wide range of stakeholders.
• Experience within a client focussed role or within a financial institution is required.
• Experience with or demonstrated ability to manage and influence relationships with Group departments and Wealth business units.

We offer flexible work options that put our people first and a hybrid model of the majority of your week in the office at least 60%.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness injury or disability to equitably participate in the selection process.

If this sounds like an opportunity for you check out the attached Position Description and apply.Position Description - Customer Care & Governance Analyst Sept25

Please note all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

For any additional queries please contact:Libby Prouse Senior Talent Acquisition Advisor

For more information check out the Application Process for Internal Candidatespage.

Still in two minds

Research suggests 60% of women and underrepresented groups might stop here even after getting as far as drafting an application. We believe that diversity makes every team stronger so even if you dont tick every box we still want to see your application!

Applications close: COB Tues 28th October 2025

Please note shortlisting and interviews may take place prior to the advertised close date so dont delay apply now!