Senior Customer Complaints Manager

📋 Description

• Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated
• Maintain global regulatory alignment by partnering with local Heads of Compliance to identify
• Oversee the end-to-end complaints control framework, including complaint identification and
• Own the second-line oversight and quality assurance, including risk-based testing of complaint
• Turn complaint data into actionable compliance and conduct-risk intelligence by monitoring trends
• Own complaints governance and executive reporting, including reporting to compliance committees and

🎯 Requirements

• Strong experience developing and managing responses to regulators, including regulatory inquiries
• Significant experience in regulatory compliance, conduct risk, consumer protection, complaints
• Demonstrated experience owning or overseeing a multi-jurisdictional compliance framework, including
• Strong regulatory and customer-outcome judgment, with the ability to distinguish individual service
• Demonstrated experience with root-cause analysis and systemic remediation, including assessing
• Strong second-line oversight and challenge capabilities, with experience designing or operating