Complaints Resolution and Business Continuity Manager

Role Overview:

We are seeking a Complaints Resolution and Business Continuity 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 You Need to Succeed:

• Bachelor's degree in Business Administration, Finance, Law, or a related field.
• Demonstrated experience in complaints management, escalations, regulatory complaints, or customer dispute resolution, preferably in the financial service industry
• 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.
• Proven people leadership experience.

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