Customer Operations Risk, Quality & Resilience Manager

Role Purpose

The Customer Operations Risk, Quality & Resilience Manager is responsible for overseeing risk, quality, governance, and operational resilience across Customer Operations. The role ensures that customer-facing processes, change initiatives, vendors, and continuity arrangements meet internal policies, regulatory expectations, and quality standards, while supporting efficient and scalable operations.

This position acts as a key interface between Customer Operations, Risk, Compliance, Internal Audit, Procurement, Legal, and external partners, and provides a holistic view of qualitative and operational risk aspects of customer-facing functions.

Key Responsibilities

Risk, Governance & Controls

• Own and maintain the Customer Operations risk and control framework, including BOPs, SOPs, and process documentation
• Identify operational risks, gaps, and control weaknesses; develop and drive mitigation and remediation plans
• Coordinate and respond to internal audits, external audits, PAC, and risk review requests related to Customer Operations, including preparation of consolidated outputs and follow-up actions
• Support and coordinate thematic reviews and regulatory reviews impacting Customer Operations
• Lead and support updates to bank policies, procedures, and operational controls impacting customer-facing activities

Operational Resilience, BCP & Change Management

• Own and coordinate Customer Operations input into the annual Business Impact Assessment (BIA)
• Maintain and assess Operational Risk Heatmaps relevant to customer support and service delivery
• Analyse, document, and update Business Continuity and crisis scenarios impacting customer support activities
• Own and maintain component testing schedules and documentation for BCP scenarios affecting Customer Operations
• Support development, testing, and maintenance of vendor exit strategies related to outsourced customer service activities
• Evaluate operational risk and customer impact of planned product, service, or process changes
• Develop and support change management plans and communications for operational and regulatory change initiatives

Quality & Complaints Oversight

• Own the Customer Operations quality framework, including quality reviews, assurance activities, and continuous improvement initiatives
• Provide a holistic qualitative overview of customer-facing functions, identifying trends, root causes, and improvement opportunities
• Oversee and continuously improve the complaints handling process, ensuring timely, fair, and compliant resolution
• Review and maintain templates and customer communication annexes related to customer support activities
• Produce quality, complaints, and risk reporting for senior stakeholders and governance forums

Vendor & Procurement Management

• Act as Customer Operations lead for vendor and procurement-related activities
• Oversee quality management of outsourced operational service partners
• Support vendor onboarding, contract reviews, renewals, exit planning, and ongoing performance oversight
• Ensure vendors comply with operational, quality, continuity, and risk requirements
• Coordinate with Procurement, Legal, Compliance, and Risk on vendor-related matters

Process & Documentation

• Own and maintain onboarding documentation, SOPs, operational policies, and governance materials for Customer Operations
• Ensure documentation remains accurate, up to date, audit-ready, and aligned with regulatory expectations
• Drive process improvements to strengthen controls, resilience, efficiency, and customer outcomes

Stakeholder Management

• Serve as a key point of contact for Risk, Compliance, Internal Audit, Procurement, Legal, and external partners
• Provide clear, structured updates and reporting to senior management
• Support Customer Operations teams with guidance on risk, quality, governance, change, and resilience topics

We offer:

• A Truly Global Workplace – collaborate with 40+ nationalities across 25+ countries, embracing diversity, inclusion, and cross-cultural innovation

• Hybrid & Flexible Work – balance your life and career with remote-friendly policies and modern offices across Europe

• A Culture of Growth – accelerate your development with access to LinkedIn Learning, structured mentorship, and internal leadership programmes (HiPo & People Leader tracks)

• Workation Programme – work remotely from abroad for up to 2 months per year and experience new cultures while staying connected and productive

• Financial Growth Opportunities – invest in your future with our share purchase matching programme, doubling your contributions and fostering long-term rewards

• Private Health Insurance – access comprehensive healthcare coverage tailored to local standards

• Wellbeing Benefit – receive an annual wellness allowance to support your physical and mental health

• Weekly Office Breakfast – enjoy a fresh start with breakfast at the office

We may use artificial intelligence (AI) tools to support specific parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses against predefined criteria. These tools assist our recruitment team but do not replace human judgment. All final hiring decisions are made by human recruiters.

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