What you will be doing
We’re looking for a Relationship Support Manager to join our Retail Banking team in the Isle of Man.
In this role, you’ll lead and develop our Relationship Support Team, helping us deliver an exceptional experience for customers across Santander International’s Retail, Select, Private Banking and Corporate & Institutional segments. You’ll create a customer-focused, high-performing team and make sure customers receive a seamless, efficient and professional service throughout their relationship with us.
Working closely with Relationship Directors, Segment Heads and colleagues across the business, you’ll help improve customer satisfaction, strengthen relationships and support growth, while ensuring we continue to operate within our risk and regulatory framework. You’ll also play an important role in embedding Salesforce and exploring how AI and emerging technologies can improve customer journeys, colleague effectiveness and operational efficiency.
If you’re an experienced people leader who is passionate about great customer service, enjoys developing others and is always looking for ways to make things work better, this could be the opportunity for you.
What you’ll be doing day to day
- Leading, motivating and developing the Relationship Support Team, creating a customer-focused and high-performance culture.
- Making sure customers receive an excellent service across all contact points, with a strong focus on quality, responsiveness and getting things right first time.
- Acting as an escalation point for complex customer enquiries, complaints and service issues, ensuring they’re resolved fairly and promptly.
- Monitoring customer feedback, complaints, NPS and Trustpilot performance and using insights to continually improve the customer experience.
- Supporting growth by identifying opportunities to deepen customer relationships, generate referrals and support new business.
- Working closely with Relationship Directors and other teams to provide effective support for customers across our different segments.
- Leading the adoption and optimisation of Salesforce and other digital tools to improve customer journeys, workflows and management information.
- Identifying opportunities to use AI and emerging technologies to improve customer service, colleague productivity and operational efficiency.
- Ensuring customer interactions and operational activities meet ID&V, KYC, CDD, AML and wider regulatory requirements.
- Overseeing quality assurance, supervisory controls and four-eyes reviews to maintain accuracy and manage operational risk.
- Identifying and delivering process improvements that make things simpler and more efficient for customers and colleagues.
- Coaching and developing colleagues, supporting their performance, growth and career progression.
- Producing management information and using customer, service and commercial trends to identify opportunities for improvement.
What you’ll bring
We’re looking for someone who is passionate about delivering an exceptional customer experience and knows how to bring out the best in a team. You’ll be comfortable balancing customer needs, commercial opportunities and risk, while building strong relationships with colleagues and stakeholders across the business.
You’ll also have:
- Proven people leadership experience within financial services.
- Strong knowledge of offshore banking products, services and customer servicing processes.
- A good understanding of regulatory requirements, including KYC, CDD, AML and Conduct Risk.
- Experience managing a customer service, operational support or relationship support team.
- The ability to coach, develop and inspire colleagues to perform at their best.
- Strong stakeholder management and communication skills.
- Strong analytical, problem-solving and decision-making skills.
- The ability to balance commercial objectives with positive customer outcomes and effective risk management.
- A genuine passion for customer service and continuous improvement.
It would be great if you also have
- Experience using CRM platforms, ideally Salesforce.
- Experience improving customer journeys, processes or operational efficiency.
- Experience using customer feedback, service measures or management information to drive improvements.
- An interest in how digital tools, AI and emerging technologies can improve customer and colleague experiences.
What else you need to know
This is a permanent, full-time position working 35 hours per week in the Isle of Man. You’ll receive a competitive salary and benefits package, along with the opportunity to develop your career within Santander International.
What to do next
If you’re looking for a leadership role where you can make a real difference to our customers, develop a talented team and help shape how we deliver relationship support across Santander International, we’d love to hear from you.
At Santander International, we’re committed to creating an inclusive workplace where everyone can thrive. We value collaboration, encourage development and are proud of the positive impact we make for our customers, colleagues and local communities.
To apply, simply click the Apply button and submit your CV along with a covering letter.