Vice President, Customer Relations

The Company is seeking a Vice President of Customer Relations to lead end-to-end complaint management and serve as the custodian of the customer voice. The role is responsible for ensuring timely, fair resolutions that meet regulatory requirements, improving customer outcomes, and reducing recurring complaint drivers. The successful candidate will maintain accurate complaint data and deliver actionable management information to help identify risks and service improvements. They will also lead and develop the Customer Relations team, strengthen complaint-handling processes, and promote effective operational controls and issue escalation. Candidates should have a university degree or higher and relevant experience, including a proven record in senior management or an equivalent role. They should bring strong knowledge of customer service and its impact on customer relationships, along with experience communicating effectively with customers and across an organization. The role requires strong managerial, analytical, communication, decision-making, influencing, and interpersonal skills, as well as the ability to collaborate across business areas and engage credibly with senior leaders. Knowledge of organizational processes, products, and relevant regulations is also required.