Customer Complaints Senior Manager

Accountabilities

• Own and develop the global customer complaints program, establishing consistent standards for complaint identification, classification, investigation, resolution, escalation, documentation, and closed-loop validation.


• Coordinate responses to regulatory inquiries, examinations, information requests, escalated complaints, and other supervisory matters in partnership with Legal and local Compliance teams.


• Gather and validate cross-functional information, prepare clear and defensible written regulatory responses, manage review and approval processes, meet regulatory deadlines, and track resulting commitments and remediation through closure.


• Partner with local Heads of Compliance to monitor jurisdiction-specific regulatory developments and ensure global policies, standards, procedures, and controls remain aligned with applicable local requirements.


• Lead second-line oversight and quality assurance through risk-based testing of complaint handling, identification of control gaps and customer-outcome issues, remediation tracking, and escalation of material concerns.


• Analyze complaint data to identify trends, recurring issues, overdue cases, regulatory complaints, customer-impact patterns, and potential systemic conduct or compliance risks.


• Drive root-cause analysis and systemic remediation, assessing whether broader customer populations may be affected and ensuring appropriate corrective actions are identified and followed through.


• Maintain complaints governance, including the complaints management database, service-level requirements, escalation thresholds, documentation standards, and governance processes across regions.


• Own executive and compliance leadership reporting, providing clear insights into complaint volumes, trends, customer outcomes, emerging risks, remediation, and control effectiveness.


• Serve as the central Compliance point of contact for material complaints and regulatory escalations, ensuring consistent governance, appropriate escalation, and defensible documentation.


• Drive continuous improvement of the complaints framework by incorporating quality assurance results, regulatory developments, complaint trends, and lessons learned into stronger controls and processes.


• Influence geographically dispersed teams and senior stakeholders to promote consistent complaint management practices and strong customer-outcome standards.

Requirements

• Significant experience in regulatory compliance, conduct risk, consumer protection, customer complaints oversight, or a closely related discipline, ideally within a highly regulated and globally distributed organization.


• Strong experience developing and managing responses to regulators, including regulatory inquiries, information requests, examinations, escalated customer complaints, and other supervisory matters.


• Demonstrated ability to coordinate cross-functional inputs, produce clear and defensible written responses, manage regulatory deadlines, and track commitments and remediation through completion.


• Proven experience owning or overseeing multi-jurisdictional compliance frameworks, including translating regulatory requirements into scalable global standards, controls, monitoring, and governance while incorporating local requirements appropriately.


• Strong regulatory and customer-outcome judgment, with the ability to distinguish individual service issues from matters presenting regulatory, conduct, consumer-harm, reputational, or systemic risk.


• Demonstrated experience conducting root-cause analysis and driving systemic remediation, including assessing broader customer impact and coordinating corrective action.


• Strong second-line oversight and challenge capabilities, including experience with risk-based monitoring, quality assurance, issue escalation, remediation tracking, and governance processes.


• Strong analytical and reporting capabilities, including trend analysis, service-level monitoring, management information, and executive reporting.


• Excellent written and verbal communication skills, with the ability to communicate effectively with regulators, Legal, Compliance, senior executives, and cross-functional stakeholders.


• Proven ability to influence geographically dispersed teams and senior stakeholders without relying solely on direct authority.


• Experience designing or overseeing a global customer complaints program across multiple regulatory regimes is highly desirable.


• Familiarity with customer protection and complaints-handling expectations across major regulatory frameworks, including the FCA, CFPB, MAS, European Supervisory Authorities such as EBA, ESMA, and EIOPA, and other relevant national authorities or dispute-resolution bodies is a plus.


• Relevant professional certification or advanced qualification such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD, or an equivalent compliance, risk, audit, or legal credential is advantageous.

• Opportunity to lead a high-impact global customer complaints and compliance program across multiple jurisdictions.


• Senior-level exposure to regulatory, conduct-risk, customer-outcome, and enterprise compliance matters.


• Close collaboration with Legal, Compliance, Risk, Customer Support, Product, and Operations teams across an international environment.


• Opportunity to shape global complaints governance, quality assurance, monitoring, reporting, and remediation frameworks.


• High degree of influence over regulatory alignment and customer-protection practices.


• Exposure to complex international regulatory environments and evolving compliance expectations.


• Opportunity to contribute to continuous improvement and strengthen customer outcomes at organizational scale.


• Compensation and additional benefits are determined by the hiring company and will be discussed during the recruitment process.

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