Senior Manager Customer Complaints

Skills

About the Role

You will own a global customer complaints program and oversee complaint governance, quality assurance, regulatory alignment, and second-line challenge. You will coordinate regulatory responses, identify trends and systemic risks, manage remediation, maintain complaint controls and service levels, and deliver reporting to compliance leadership.

Requirements

• Strong experience developing and managing responses to regulators
• Experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline
• Experience owning or overseeing a multi-jurisdictional compliance framework
• Strong regulatory and customer-outcome judgment
• Experience with root-cause analysis and systemic remediation
• Second-line oversight and challenge experience
• Analytical and reporting capabilities including trend analysis, SLA monitoring, and executive reporting
• Excellent written and verbal communication skills
• Ability to influence geographically dispersed teams and senior stakeholders
• Experience with a global customer complaints program is beneficial
• Familiarity with global complaints-handling and customer protection regulations is beneficial
• Relevant compliance, risk, audit, or legal certification is beneficial

Responsibilities

• Coordinate and track responses to regulatory inquiries, examinations, and escalated complaints
• Maintain alignment between global standards and jurisdictional requirements
• Oversee the end-to-end complaints control framework
• Conduct risk-based testing and quality assurance of complaint handling
• Analyze complaint trends, root causes, overdue cases, customer outcomes, and systemic issues
• Own complaints governance and executive reporting
• Maintain the complaint management database and service-level adherence
• Act as the central compliance contact for material complaint matters
• Drive continuous improvement of complaint controls and customer outcomes