Governance & Complaints Manager – Retail Sales

Swindon – Hybrid

We’re Arval BNP Paribas – we’re a global leader in vehicle leasing and the fourth largest leasing company in the UK.  Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people – who we call Journey Makers.  

Culturally, we’re a friendly bunch – more human than corporate – and we serve a diverse customer base.  From families choosing their first electric vehicle, to global brands seeking to switch their fleets to electric vehicles – whatever our customers’ mobility needs, we have a solution to offer.

Why join Arval?

In addition to the benefits and opportunities that come with being part of a progressive global banking group, we have a supportive and collaborative culture where wellbeing and work-life balance are taken seriously.  Which is why we recently won the Wellbeing category of the 2024 Business Car Awards.

About the role

Are you passionate about delivering great customer outcomes, managing risk, and driving regulatory excellence? We’re looking for a dynamic Governance & Complaints Manager to join our team — someone who can build strong relationships, drive robust oversight, and champion good practices across our broker and dealer network.

This is a unique role at the intersection of compliance, relationship management, and continuous improvement. You’ll be responsible for onboarding and overseeing the performance of our third-party Introducers — including Brokers and Dealers — ensuring they meet our high standards for compliance, customer service, and responsible lending.

You’ll also play a key part in complaints management, working closely with our Sales, Customer Experience, and Regulated Complaints teams to resolve issues, identify root causes, and help us improve how we work.

Some of your key responsibilities will include:

• Owning the end-to-end process for onboarding and managing Introducers — from approvals to ongoing performance monitoring and audits.
• Developing and refining oversight frameworks, processes, and controls that ensure we stay aligned with regulations, group policies, and risk appetite.
• Analysing performance data and trends to spot potential risks or areas of concern — and taking the lead in resolving or escalating them.
• Acting as the key governance lead for Introducer oversight reviews — driving action plans and ensuring continuous improvement.
• Taking responsibility for complaints alongside the sales teams, supporting investigations and working to prevent recurrence by improving processes.

What we’re looking for

You’re someone who combines strategic thinking with a hands-on approach. You understand what great governance looks like, and you’re comfortable working with both internal teams and external partners.

You’ll also be able to demonstrate:

• A solid understanding of compliance and oversight in introduced business.
• Strong knowledge of complaints management processes and regulatory expectations.
• Excellent communication skills — with the ability to influence at all levels.
• A collaborative mindset — you’ll be working across multiple departments.
• A keen eye for risk, and a proactive attitude toward finding solutions.
• A strong commitment to ensuring customers always get the right outcome.
  
  

The package

We offer a basic starting salary of up to £50,000, plus a bonus of up to £4,600.  We also offer 25 days holiday as standard, plus bank holidays, an extra day off for your birthday, and the option to purchase an additional 5 days.  

We also provide a comprehensive benefits package, including:

• Company car or cash alternative of £5,500 per annum
• Private medical cover, including a digital GP service
• Company pension with up to 10% employer contribution
• Discounts on our products and services and discounts in many high street brands
• 2 paid volunteering days every year
• Free on-site gym
• Subsidised restaurant serving chef-prepared breakfast and lunch, plus discounted Costa Coffee
• Plus, a range of flexible benefits to suit your lifestyle
  
  

Ready to make a difference?

Sound interesting?  Click to apply and a member of our Talent Acquisition team will review your CV.  

We’re passionate about being consciously inclusive employer, with a strong Speak Up culture.  We’re also proud to be a Ban the Box employer as part of our commitment to a fair and inclusive society for all.  

Interview process

• Telephone interview with our Talent Acquisition team
• 1 hour interview with the Hiring Manager
• 1 hour 2nd-stage interview with our Retail Director
  
  

If you’re not shortlisted, we’ll still let you know the outcome of your application.  

What are you waiting for?   Apply today and we’ll be in touch.