About the Role
We are seeking a Complaints Manager to lead and strengthen our end-to-end complaints management framework. This role is responsible for overseeing customer complaints across all channels, including Level 1 support, BSP-referred cases, and executive escalations, while ensuring regulatory compliance, audit readiness, and continuous process improvement.
The ideal candidate is a strong people leader with experience in complaints management, regulatory handling, governance, and stakeholder collaboration within the financial services industry.
What You'll Do
- Own and continuously improve the company's end-to-end complaints management framework.
- Oversee BSP-referred complaints and regulatory cases, ensuring timely and compliant resolution.
- Analyze complaint data to identify root causes, trends, and opportunities for process improvement.
- Lead governance, audit readiness, and compliance efforts across Customer Success operations.
- Prepare and present complaint, risk, and compliance reports to senior management.
- Manage, coach, and develop the Complaints and Regulatory Issues team.
- Partner with Compliance, Legal, Risk, Audit, Operations, and other business units to drive issue resolution and preventive actions.
What We're Looking For
- Bachelor's degree in Business Administration, Finance, Law, or a related field.
- At least 5 years of experience in financial services, preferably in complaints management, escalations, regulatory complaints, or customer dispute resolution.
- Proven people leadership experience.
- Strong knowledge of BSP regulations, consumer protection standards, and regulatory reporting requirements.
- Experience designing or improving complaints and escalation management processes.
- Strong analytical, problem-solving, and stakeholder management skills.
- Excellent written and verbal communication skills.
Success in This Role
- Regulatory complaints are resolved within prescribed turnaround times.
- Complaint trends and root causes are translated into actionable business improvements.
- Audit and compliance requirements are consistently met.
- Recurring complaints are reduced through effective process enhancements.
- A high-performing team delivers quality outcomes and exceptional customer experience.
