Senior Manager Customer Complaints

Skills

About the Role

You will own the global customer complaints program and coordinate responses to regulatory inquiries, examinations, and escalated complaints. You will oversee complaint controls and quality assurance, identify trends and systemic issues, drive root-cause remediation, maintain governance and reporting, monitor service levels, and provide consistent compliance oversight across jurisdictions.

Requirements

• Strong experience responding to regulators and managing regulatory deadlines
• Significant experience in regulatory compliance conduct risk consumer protection complaints oversight or a related discipline
• Experience 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
• Experience with risk-based monitoring quality assurance issue escalation remediation tracking and governance
• Strong analytical reporting trend analysis SLA monitoring and executive reporting capabilities
• Excellent written and verbal communication skills
• Ability to influence geographically dispersed teams and senior stakeholders
• Experience with global customer complaints programs is beneficial
• Familiarity with global complaints-handling and customer protection requirements is beneficial
• Relevant compliance risk audit or legal certification is beneficial

Responsibilities

• Develop and track responses to regulatory inquiries examinations and escalated complaints
• Coordinate facts documentation approvals deadlines commitments and remediation
• Maintain global regulatory alignment
• Oversee the end-to-end complaints control framework
• Own second-line oversight and quality assurance
• Perform risk-based testing and escalate control gaps
• Analyze complaint trends root causes customer outcomes and systemic issues
• Own complaints governance and executive reporting
• Maintain the complaint management database
• Monitor service-level agreement adherence and escalation thresholds
• Serve as the central Compliance contact for material complaint matters
• Drive continuous improvement of the complaints framework

Benefits

• Learning and development programs
• Education subsidy
• Team-building programs and company events
• Healthcare schemes for employees and dependants
• Performance bonus
• Long-term incentives
• Medical and financial benefits