Customer Complaints Senior Manager

📋 Description

• Own and develop the global customer complaints program, establishing consistent standards for
• Coordinate responses to regulatory inquiries, examinations, information requests, escalated
• Gather and validate cross-functional information, prepare clear and defensible written regulatory
• Partner with local Heads of Compliance to monitor jurisdiction-specific regulatory developments and
• Lead second-line oversight and quality assurance through risk-based testing of complaint handling
• Analyze complaint data to identify trends, recurring issues, overdue cases, regulatory complaints

🎯 Requirements

• Significant experience in regulatory compliance, conduct risk, consumer protection, customer
• Strong experience developing and managing responses to regulators, including regulatory inquiries
• Demonstrated ability to coordinate cross-functional inputs, produce clear and defensible written
• Proven experience owning or overseeing multi-jurisdictional compliance frameworks, translating
• Strong regulatory judgment, distinguishing individual issues from systemic, conduct, consumer-harm
• Demonstrated experience conducting root-cause analysis and driving systemic remediation with

🎁 Benefits

• Opportunity to lead a high-impact global customer complaint and compliance program.
• Senior-level exposure to regulatory, conduct-risk, and enterprise compliance matters.
• Deep collaboration with Legal, Compliance, Risk, Customer Support, Product, and Operations teams.
• Opportunity to shape global complaints governance, quality assurance, monitoring, and reporting.
• High influence over regulatory alignment and customer protection practices.
• Exposure to complex international regulatory environments.