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, or customer
• Strong experience developing and managing regulatory responses, including information requests
• Proven ability to coordinate cross-functional inputs, produce clear written responses, manage
• Experience owning or overseeing multi-jurisdictional compliance frameworks, translating regulatory
• Strong regulatory and customer-outcome judgment, distinguishing individual service issues from
• Demonstrated experience in root-cause analysis, systemic remediation, and assessing broader

🎁 Benefits

• Opportunity to lead a high-impact global customer complaints and compliance program across multiple
• Senior-level exposure to regulatory, conduct-risk, and enterprise compliance matters.
• Collaboration with Legal, Compliance, Risk, Product, and Operations teams across an international
• Opportunity to shape global complaints governance, quality assurance, monitoring, reporting, and
• High degree of influence over regulatory alignment and customer-protection practices.
• Exposure to complex international regulatory environments and evolving compliance expectations.