Vice President, Customer Relations

The Company is seeking a Vice President of Customer Relations to lead end-to-end complaint management and champion the customer voice. The role is responsible for ensuring complaints are resolved promptly and fairly, maintaining quality and regulatory compliance, and using customer feedback to reduce recurring issues and mitigate financial and reputational risks. The successful candidate will oversee complaint data accuracy and deliver actionable management information and analysis. They will also lead and develop the Customer Relations team, establish the processes and resources needed to meet objectives, and embed policies and procedures while identifying opportunities to improve effectiveness. Candidates should have a university degree or higher and relevant experience, including a proven record in senior management or an equivalent role. Strong knowledge of customer service and its impact on customer relationships is required, along with effective communication with both internal stakeholders and customer groups. The role calls for strong managerial, analytical, decision-making, influencing, and interpersonal skills, as well as the ability to collaborate across teams and business areas. Candidates should also be familiar with organizational processes and relevant regulations, and be confident engaging with senior management.